My elderly mother (63 years old) blocked her cellphone banking pin & we called the CC for assistance. We were on the phone for over 30 minutes because we kept getting cut off &, to top it off, we did not get any assistance. We spoke to an agent (Owen Gregory) who sounded as if he was not in the mood to assist us, he authenticated my mom however we hit a snag when she was asked a transactional question. He wanted to know when & how much was withdrawn at the last the transaction &, since I normally do the transactions on my mother's behalf, she referred to me for assistance. This did not sit well with Mr. Gregory & he, rudely, told us that he would no longer be able to assist us. 2 other agents (Lerato & Kholofelo) advised there are 8 authentication questions and that you need to get 7 right, my mom struggled with one question & the agent decided he was not going to assist anymore.
I should think it's normal for a person at that age to struggle with remembering certain things i.e. transactional dates & times, & to require assistance with such. My mom has been with FNB for over 20 years & this was the first time she received such service. Does FNB not cater for the elderly?
0 comments