Worst day at Jubille mall FNB caused by Pridence and her spectacles 😒

I visited FNB Jubilee Mall at 12:50 to get a replacement card and was issued ticket number 129. The estimated waiting time was 34 minutes, but I ended up being assisted after 2 hours and 25 minutes.

After receiving my card, I attempted to activate my online banking at one of the ATMs but encountered an error. Hoping to resolve it, I went home to reset my password on my computer, but I still couldn't access my account.

Later, I returned to the mall to get necessities for my toddler and decided to try the ATMs near the branch again but faced the same error. I called FNB and spoke to Andre, who identified that the consultant had mistakenly entered my tax number instead of my ID number, causing the issue. He advised me to visit the branch and ask for assistance in clearing the error.

Upon arrival, I approached Prudence and explained that I had been there just an hour earlier, spent nearly three hours getting a card, and now needed help to fix a mistake made by their consultant. Rather than resolving the issue promptly, she printed a ticket with an estimated waiting time of 1 hour and 34 minutes.

I questioned whether I had to wait again for something that was not my fault. Her dismissive attitude was consistent with what I had observed when she dealt with other clients. Despite my concerns, she insisted I sit and wait. Frustrated, I decided to leave because I could not afford to waste another two hours after already spending three hours earlier.

This experience highlighted the poor service often encountered at township branches, where clients are expected to tolerate such inefficiencies without complaint. Prudence’s lack of attentiveness and unwillingness to resolve the issue demonstrated a disregard for customer care.

I have lost an entire day and wasted diesel due to this avoidable error. I will escalate this matter across various platforms until FNB Jubilee Mall takes action against its underperforming consultants. This is not the first time I have encountered such issues at this branch, and it needs to change.