Worst Customer Service in existence

I called the FNB Customer Care Center on the 26 January 2021 was on the call for 36m51s was Charged for a call that is free if you are using a FNB Connect Sim called again on the 27 January 2021 for 23m03s was charged again was provided with 30min credit on the 2nd February when I stated that the total amount of minutes I called equals 59m54s the lady stated they missed the first call and will provide me with a credit for the rest once the first 30min have been used now on the 6 February I'm still waiting for the second allocation. The excuse the provide me is I was allocated 30m on the 27 January the same day I logged my complaint. Funny enough my bank statement shows I purchased 30min the same day so I basically paid to refund myself. In the meantime I asked for a detailed statement on the 1St February I am still waiting for this. Funny how we as customers must prove our point but at FNB you can do what you want when you want and us the customers are left to suffer. I was retrenched end of November I called in to have them assist with a payment break on my funeral policy it was never done had to complain to get it resolved at the same time I asked in November I asked do a payment break on my law on call this was done for me for December and now that the funeral policy is sorted out FNB Law on call tales a Debit order. Are the staff *********** or is this the way the bank forces customers to close their accounts and go bank with other institutions. I am beyond fed up with the excuses and poor service at this point I will be contacting the Ombudsman and reporting FNB 2020 was a hard year for all of us but in the past year you have tried everything possible to make banking with you a frustrating and stressful not to mention distasteful experience.

1st email: Dear Valued Customer

Your High Priority Complaint Reference Number ***F been assigned to a Resolution Service consultant in Customer Resolution Centre.

An investigation into your matter will now be initiated and we will be in-touch with you shortly

2nd email Good day

Trust that you are well.

Kindly advise if you have received a call from the team leaders who promised to call back, am making a following with regards to the complaint ref no: ***F.

Hope you find the above in order.

Regards Lime

3rd email

Good day

Trust that you are well.

Kindly note that the admin team leader has advised that the two 30mins were loaded onto your sim card.

The 1st allocation was on the 27th of January 2021 with 30 min voice set to expire on the 26th of February 2021 The 2nd allocation was done on the 2nd of February 2021 with 30 min voice set to expire on the 4th of March 2021

Please check on your side on history via FNB Banking if the 30MINS were loaded on the above dates, and please send a screen shot as proof so that I can revert to the admin team leader.

Hope you find the above in order.

Regards Lime

4th email and now new complaint yet again.

CAS-554499-V3M6D0

Why has the service become so horrible? One issue after the next and then the next. You should change your moto to Welcome to FNB how can we make your life hell because it's definitely not Welcome to FNB how can we help you today anymore.

As a customer it's not my responsibility to resolve the internal issues and problems of FNB and to make me wait for 10 Days and still not have it resolved is pathetic service what's worse FNB connect can't put you through to FNB Customer Care probably scared you will log another complaint again. I'm sure you are well aware of what falls misleading advertising is and that stating one thing but doing something els is exactly just that not yo mention breach of contract