First National Bank
Incompetent Call Centre Agents

This is my first time posting on HP. I've never felt the urge to before but after today's service, I feel that I have to make FNB aware of the service I've received from their call centre.

I'd like to qualify this by stating that I am a generally happy FNB Platinum customer. I think the online service FNB offers is world class but unfortunately, any time I need to deal with someone in a service department, I'm disappointed.

I recently requested through my premier banker that my Platinum credit card is downgraded to Silver. I already have a Platinum Cheque card and the benefit of a second Platinum account was marginal. After a few days, I received a call from someone at FNB (this morning). As I was busy, I requested a call back at 11 and did not receive one. I then chose to call back myself directly to the FNB Platinum CC number.

The person I spoke to said they couldn't help me and transferred me to another department. That department said they couldn't help me and transferred me to upgrades. Upgrades then told me that I needed to speak to the Platinum division (where I'd started).

My downgrade is still not done because I didn't want to be put on hold for another 10 mins

Company: First National Bank
Country: South Africa
City: Credit Card

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