The Sea Point branch of FNB can accommodate 15 consultants in it's plush branch yet continuously never has more than 3 or 4 consultants at a time despite the queues of waiting customers. Every time I come to this branch I wait at least 30min. On this latest occasion I went upstairs to speak to the manager who then refered me to someone downstairs. Her response when I asked why are there never staff in this branch was, 'it is the sign of the times.' South Africa faces chronic unemployment, FNB makes massive profits and is quick to lure customers away from better functioning banks with their cheap cell phones and ipads (of course sending those without the means to afford them into greater debt) yet cannot deliver on customer service. I have experienced nothing, but shocking service both in person and via telephonic banking which often still requires you to come into a branch. Why doesn't FNB take their profits and reinvest in staff by training them for a period and then putting them into the busier branches. Perhaps then the defeatist attitude the exisitng staff only adds to the problem. Doubled share price over the last few years, global awards for innovation means nothing.
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