Unprofessional & Unhelpful Service – Refund Request Unresolved

I am dissatisfied with the service I received on 21 July 2025, during multiple attempts to resolve a refund issue. I made 5 calls on that day alone and not a single consultant provided any assistance.

Instead, I experienced ,calls were repeatedly disconnected or left on hold for over 5 minutes with no follow-up. No resolution was provided despite multiple attempts and full cooperation on my side. The WORST CUSTOMER SERVICE AGENTS I spoke with: Ashira Birbal – Was condescending and completely uninformed about the process.

Thembelihle Ntshingila – Was extremely difficult, disrespectful, and sounded spiteful . She asked over 8 authentication questions unnecessarily, which felt like a tactic to frustrate rather than help.

Samkelo Goba – Displayed no interest in assisting, and even hung up the call, which I consider a clear case of call avoidance.

I am appalled at the level of customer service. As someone who works in Quality Assurance, I can confidently say this behavior does not meet basic service standards.

Additionally, I am not the only one experiencing this TERRIBLE service many of my colleagues have expressed ongoing frustration with FNB’s customer service, citing unexplained charges, lack of assistance, and rude agents.

I would like a formal investigation into my interactions on 21 July 2025. An urgent update and resolution of my refund issue. And I suggest a RETRAINING for your clueless , disrespectful , stupid and seat warming -company free coffee drinking- customer service agent on CUSTOMER SERVICE 101

Please treat this as an escalated complaint, and provide feedback within 48 hours.