On 19 March I urgently required assistance from a Premier banker. I held listening to an IVR voice recording for over 10 minutes before I tried the main number of the Fairland Premier Banking Centre where my Premier Banker is located. Same thing again - on hold forever, no connection to an agent. I then logged my complaint on an email to both [Email Removed] as well as [Email Removed] (both obtained from the FNB website). That was 2 weeks ago, and you guessed it... still not even the courtesy of ackowledging receipt of my complaint. I banked with Nedbank for 25 years and was persuaded by FNB to convert 4 years ago. For 3 years I was extremely happy with their service levels. Now suddenly in the last 6 months there is just no service whatsoever! Very fitting that this lack of service to existing customers coincides with FNB's massive "convert your account in 10 minutes" promotion.
Now let me predict the auto fob-off to this:
"Hello Mark,
I acknowledge receipt of your complaint and thank you for taking the time to advise us of your experience.
Please note that I have logged your complaint and the reference number is XXXXXX.
Regards
Mpumi Ncube"
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