Poor Communication and Service Delivery

<p>To Whom It May Concern at Mr D and FNB</p> <p> </p> <p>I am very unhappy with your service and frankly, I do not know why FNB contracts Mr D Courier to deliver their cards, because:</p> <p><br />1. I am not the only customer who has complained about Mr D's service this year - Hello Peter is littered with complaints. You would think a company tries to correct such mistakes by delivering better service than they previously had, but alas you don't.</p> <p><br />2. My story:</p> <p><br />Mr D phoned me on 5 June at 16:20 to inquire about me nearest FNB branch for delivery. However, when finalising my credit card, the consultant clearly said that they card would be delivered to my address of choosing, which I also gave telephonically. So, I told Mr D that this was not the arrangement, to which the lady rep**** that due to outstanding documents, I would have to collect it at a branch. Since there were no outstanding documents, I said that I would phone FNB and clear this up with them so they must put the delivery on hold. Directly after the phone call (16:29) I received an SMS that I could collect my FNB credit card from "your branch after Tue 13 Jun", so I phoned back immediately, this time speaking to a helpful gentleman who revealed that the card was dispatched to an FNB branch in Boom Street, KwaZulu-Natal for reasons unknown. We revised the delivery address to the correct address, which was no problem this team. He specifically said that there was no reason for me to collect the card at a branch and that I could give my preferred address. He did, however, mention that I would receive my card within the week, so on Friday 9 June at 13:32 I phoned back to follow up on the delivery progress. Mr D said that I would only be delivered the following week and confirmed the correct address.</p> <p><br />Thinking it was sorted, I waited. By 19 June, I phoned back only to hear that my card had been dispatched to the incorrect address that is nowhere near where I live - it is in another province! Since only I can collect it, FNB now needs to issue a new card. I have been waiting (and paying) for this card since the beginning of June, but at this rate I will only have it by the end of the month (earliest!). I am quite upset and even though the lady with whom I spoke on 19 June was very courteous and helpful, I am disappointed by your overall service and poor communication. Repeatedly, Mr D consoled me by saying that the courier would phone me to confirm delivery before travelling on the day, which they never did.</p> <p><br />On a final last note, I have been unhappy with FNB - not getting back to me on another query that I had a month ago. And during the same time of submitting the query, I was bombarded with phone calls from FNB trying to finalise my credit card or convince me to upgrade my account after I explicitly indicated that I preferred email communication. You pride yourself on being available online - then allow your customers to be too. Why is there an option between phone and email at all if you insist on spamming with phone calls. So I am quite unhappy with the overall service, whether it is directly from you or your contracted partners.</p> <p><br />Please formally log this complaint and provide a non-generic response to why this was allowed to happen?</p>