In March this year I wanted to have a fixed monthly fee on my account with the red bank and there was so much hassle but eventually they said it could be done.
Bear in mind I was with them for 25 years and had lots of accounts with them – both my savings accounts, etc.
The service was so slack that it took about two months to open the account and they needed one more thing signed before it would be sorted out.
After waiting days to get the form emailed to me, I received a snotty phone call from a staff member hounding me for the form.
“I’m still waiting for it,” I said, and they said they would re-send.
In the meanwhile, I had a brainwave.
I phoned First National Bank where I had one account and asked them if they could do this thing that I wanted and how long it would take to do.
7 minutes.
From the time I called, they asked a few questions and within 7 minutes my new account was sorted.
All this on a Friday afternoon.
I was gobsmacked at the fast, efficient service.
Of course I then sent the red bank an email to cancel my application form. They didn’t even bother to find out why.
On the Tuesday morning my new bank card was delivered to my work and I was transacting.
They switched my debit orders without any hassles (and kept me informed every step of the way).
I am PASSIONATE about customer service and FNB have not disappointed me even once in the 6 months.
Yes, I was waiting for a mistake to happen in the 6 months but … nothing.
The branding talks to me and I feel the personal touch in every interaction. If I have a request or query, I email my personal banker (usually at 10 pm at night when I have bright ideas!) and I have a reply the very next day.
Fantastic.
Because of this switch in my banking details, SARS (South African Revenue Service) wants a whole load of documents from me to effect the change in their records.
I was dreading this whole thing (I really, REALLY hate going into any bank) but this afternoon at about 4:30 (yes, they stay open later than all the other banks), I waltzed in, a manager asked how they could help me and directed me to the correct counter.
That lady helped me in less than a minute and even made a photocopy of my ID for the manager to certify.
He certified the copy of my ID and I swear I was in and out of the shopping centre in less than 10 minutes (I was probably in the bank a total of 5 minutes).
I am amazed.
I could kick myself for not switching to FNB years ago.
Normally I don’t write such raving reviews but I swear, hand on my heart, that my experience has been 150% positive and I am a delighted customer and a raving fan.
Who do you bank with?
How long have you been with them?
PS I have not been compensated in any way for writing this blog post; I am honestly a RAVING fan!
We are both with FNB and so far its been great – I moved everything from the green bank when I resigned.
I also love that they are on twitter so when I do have questions or issues I can tweet and get resolution.
I was in a branch once and complained while we were in there – 2 minutes later- the manager came looking for to help me with the issues š
Laura, I do love that they walk through the queues and check on people too!
Glad you had such a great experience. With time passing (and my budget growing a bit) I realize how valuable a good customer service is. I used to only look at the price tag before (because I couldn’t afford to look at anything else) but now the quality of a product or service is getting more and more important! Do you think it’s a sign that I’m getting old or wise? LOL
Chloe, good service is KEY for me. I think because I give good service I expect it too