I am writing this letter with regards to my less than satisfactory service. On the 26th January 2013 my house got broken into. I followed the right procedures by getting a case number, liaising with insurance and the list goes on. FNB told me that as part of their procedure an assessor needs to come to my house. Which I understand but a week later! And things just went pear shaped from there. The one hand didnt know what the other was doing, things were delayed. And as a result, my claim process also got delayed. I do understand that there are procedures and protocols but since day one the service was appalling. When you phone in to get an update no one knows what is happening, phone gets dropped or you are not speaking to the right person, when you leave a message for the Manager or Team Leader to phone you they simply just don't get back to u. When you try to communicate via email there is just no response. For a big corporate banking company that is totally unacceptable. I am aware of the fact that I am not the only person who is a client, but they should up-skill their staff and be more proactive. I have been a client for -8years, the service was good but not anymore!
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