very unhappy

I am disappointed at the level of lack of customer care customer centricity by FNB consultants and one 2 of their managers.

• Called in via text service on the 29 Jan 2020, to reverse 2 debit orders. (November, December and January) • Two of these Dec And Jan were reversed on the day (thank you) • I was advised that the Nov one they will have to be logged and it will take 40 Working days. Ok, this was logged the consultant gave me a ref. (happy days) • Two weeks I think into this I called in and I was advised its in progress all in order. Don’t remember the consults I spoke to. • Early march I called in spoke to Madala who also assured that this was in progress. It is within the 40 working days, he cannot provide any feedback. Ok, as long as this is progress. • The past week end, 30 working days had passed, called in spoke to Emlyn who also just said within the TAT relax. 40 working days ends on the 25 March, Check then. Fair • Come the 25 I made contact and spoke to carol. Boom there is a problem. What? how? She advised that she has to log a call with the administration team that will take 5-7 working days, HELL no, I will not accept this. You had 40 working days to resolve this. ( at this point I can tell, either this was never logged or the first consultant did not give the correct details) • Spent about and 1h40 with Carol. Made it clear I will not be waiting for the apparent NEW TAT. (remember I had in 3 times before this day to follow up.) • Carol assured me that her manager will contact me to assist. I asked for the time, which she said the manager will contact me by 10 am on the 25. Which never happened, I think its still not 10 am yet at FNB. • 12:30 I AGAIN makes contact with them, now I speak to Koketso for almost 2 yrs. This is when I confirmed what I initially logged a call for was never done. This is the point I learned that the other department did not bother resolving this, they made reference to the two resolved reversals. ( how this happened. How do you feedback on something resolved) • I also discovered that there is a 30 working day TAT between departments, there is a 10 day grace period, that internally they could have done something like contact the customer, to clarify this. None of this happened. THANK YOU KOKETSO. • Koketso called me as I was refusing to get off the line, as FNB did not process what I had asked for. FNB just pushed this aside and there was no care, after I followed up so many times. • When I spoke to Emlyn had she cared she could have told me there might be a problem as they processed the resolved reversals, I called her during the 10 days where when she could see that the other department did not do what was requested. • Koketso called his manager Kabelo who also explained and confirmed that the other department did not its part. Now me the customer must take the fall for FNB failing to do what I requested them do. • Had this “other”department processed my query my money would be have been reversed, now Kabelo is telling me how they messed up and how he will follow up never did as he promised to call me the following day, I got a call from FNB which was no mute, for some reason there was no sound coming out what so ever on both my lines, I was on a call before that call. Blame my lines as FNB will not take accountability, no email from Kabelo as he could not get a hold of me. I got an email where I was told the reversal was unsuccessful, mandate received, mindyou when I logged this the SP had not assisted me at all, I was frustrated with the, had FNB did what I requested I would not seating here writing this email. Or while on that note kokets askd why I did not contact the SP myself directly, this also made me believe that this was never done, only on the 25 FNB was trying to log this call and fix the error they made. 4 month after the debit oder now this SP is refusing with my money, however it is FNB’s fault as they did not pay attention or even care, as I did not log a reversal because I was bored. What I want to understand is how are they FNB gonna get me my money back after they did not execute my request. As their reversal department resolved a query I did not log, even kabelo confirmed this. I am really disappointed in how FNB handled this matter, the lack of care and not calling back a customer after they knew how unhappy I was about his matter.