First National Bank
Premier banker did not get back to me as promised

A few days ago, I tried to purchase electricity for my meter using telephone banking. I received an odd timeout message. I looked online and saw the money had left my account but did not receive the code for the meter. I called the Premier call centre first thing in the morning and spoke to Lee. He said he would investigate the issue but that he had to get back to me later.

I specifically asked when I would hear back from him and when I could expect to get the right voucher code. He told me that he would get back to me the same day and that I should expect the code by the next.

The end of the day came and went and I hadn't heard anything. I called the following morning and asked for Lee and was told he was busy. I sent an email and waited a few hours and heard nothing. I called in again as at this point, I needed to know whether to purchase more electricity. I was told Lee was busy again. Fortunately I spoke to a more helpful person - Angelique, who told me that this would actually take 2-3 days but that she would take over.

The problem here is poor communication. I should not have been told I'd hear back if I wasn't going to. I still have no voucher code.

Company: First National Bank
Country: South Africa
City: Premier Banking

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