I had an unauthorized online purchase on my cheque card. I called the contact center to dispute the charge but the agent I dealt with was extremely rude and had a nonchalant attitude. I felt like he wasn't eve listening to what I was saying - it's like he just wanted to get me off the phone. He made me feel like it was all my fault!
After the call, I received a survey from FNB and rated the agent accordingly of course. FNB contacted me via email almost two weeks later and sent me a charge dispute form to complete. I received a confirmation email from FNB almost another week later. So basically, my dispute was only submitted a month after the incident. This is absolutely ridiculous and the worst response time I've ever come across - I am still waiting for the outcome and I am expecting the charge to be reversed! Why couldn't the agent send the form to me when I called the first time? YOUR STAFF NEEDS TRAINING!!!
The experience I had with this agent was horrible. I AM NOT HAPPY WITH THE POOR SERVICE and I will never recommend FNB to anyone - I know how I should be treated as a customer as I work for the largest online retailer in the world - [URL Removed]
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