Having just returned to SA, I made enquiries to open a new account in my wife's name. I called the Branch on Thursday to enquire as to what documents would be required. Our proof of residence is an affidavit from the owner of the property where we presently reside. I explained this to the lady on the phone, and she said that would be sufficient. This morning we arrived at the branch only to be told in a rather abrupt manner that our proof of residence "could not be used" as it wasn't on an FNB template. That would halt the entire process, despite there being an original notarised affidavit in our pack of information. I find the inflexibility in such situations rather annoying, I appreciate the need to FICA. We hold a Discovery card, which is a First Rand product, as well as a bank account with FNB in Botswana. A little more flexibility and appreciation for the time taken to have to now go and sort out another proof of residence. Modise at the branch made no attempt at empathy and offered no comforting solution. I feel that whoever the lady was who answered the phone on Thursday and Modise need to be retrained in customer service principals. I can provide this training if required.
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