First National Bank
Appalled By Diabolical Service & Daylight

I had been experiencing on going problems logging into the First National Bank online banking service. So around 11:15 am, 9 April 2013, I called the FNB online banking customer care number.

A lady by the name of Mabu responded after waiting to be put through to a consultant. She promptly did a security check and then started to guide me over the phone to sort out my login details and procedure. Once we had reached the option where I needed to put in my password she told me that she would have to charge me an extra R50 if I need her assistance beyond that point. I was appalled for several reasons:

1. I had made the call and was therefore already paying for her assistance
2. Before she had finished assisting me with my query, she stopped to quote me R50 for her further assistance and said that it was company policy. So in effect, I would have to call her back again if I experienced further issues and FNB calls this customer service.
3. I was charged R5.50 to download each electronic statement from FNB online banking - what's the point and why am I being charged for something that should be free?

This is indeed daylight!

Company: First National Bank
Country: South Africa
City: Johannesburg

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