I just got this submission from an obviously distressed reader, and I’ll post it, without comment, in its entirety.
I have been very patient with banks hoping they will change or rather improve their attitudes and services due to the competition in the market but I guess it was or is only a dream!
I am banking with FBC Samora Machel Branch since January..I have heard people complaining of their service and i did not believe it could be true…on May 30, 2011 I went to the bank applying for E-banking and SMS Banking, I was told ot fill in a form which i did and submitted it to the customer service counter…i was told that for e-banking it would take 48hours and for sms banking it would take 24hrs…today is the 13th of July and still no confirmation has been received.
i then wrote to the bank, using the information email (inforsamora@fbc.co.zw) to follow up on my application. The following is the conversation:
From: ………….. [mailto:……………]
Sent: Tuesday, June 21, 2011 4:13 PM
To: InfoSamora
Subject: Following up on my E-banking application
Importance: High
Sensitivity: PersonalTo whom it may concern
I am following up on my e-banking application at your bank which i submitted 30th of May. I was told it was going to be activated in 48hrs but up to now i have not received any confirmation.
Kindly advise.
Regards,
…………………………………………………..
From: InfoSamora [mailto:InfoSamora@fbc.co.zw]
Sent: 22 June 2011 12:15
To:
Subject: RE: Following up on my E-banking application
Sensitivity: PersonalGood day
Kindly come through to the bank for assistance maybe there was an error.Sorry for the inconvenience caused.
Regards
Kudzayi
…………………………………………………..
Sent: Wednesday, June 22, 2011 12:36 PM
To: InfoSamora
Subject: RE: Following up on my E-banking application
Sensitivity: PersonalDear Kudzayi,
I thank you for your response, but however, i would appreciate or appreciated if communication was sent to me as to why and how this process was delayed. Before i come through the bank, can you kindly let me know if there is anything wrong as i do not work in town and cannot be able to come to hear what problem occurred.
This would be greatly appreciated.
Hoping to hear from you at your earliest response.
Regards,
…………………………………………………..
From: InfoSamora [mailto:InfoSamora@fbc.co.zw]
Sent: 22 June 2011 12:47
To:
Subject: RE: Following up on my E-banking application
Sensitivity: PersonalOk fine give me your card number and your mobile number as well as your account number
…………………………………………………..
Sent: 22 June 2011 12:53
To: ‘InfoSamora’
Subject: RE: Following up on my E-banking application
Sensitivity: PersonalDear Kudzayi
My account number is 3…………..9
My card number is 6…………7
Mobile number 0……….9Regards,
………………………………………………….
Sent: 24 June 2011 12:31
To: ‘InfoSamora’
Subject: RE: Following up on my E-banking application
Sensitivity: PersonalDear Kudzayi
I am still waiting to hear from you.
Regards,
…………………………………………………..
Sent: 24 June 2011 16:33
To:
Subject: SMS Banking application form.docGood day
Kindly fill in this form & return it back through email.I was making a follow up with the guys in Convinience and they don’t have your details.
Regards
Kudzie
…………………………………………………..
Sent: 27 June 2011 09:28
To: ‘InfoSamora’
Subject: SMS Banking application form
Importance: HighDear Kudzai
Find attached and i am hoping this time your team will be more efficient.
Hoping to hear from you at your earliest response.
Regards,
…………………………………………………..
Sent: 05 July 2011 08:31
To: ‘InfoSamora’
Subject: RE: SMS Banking application form.docDear Kudzai
I am still waiting to hear from you.
Kindly advise me if there is nothing that will happen so i don’t look forward to anything.
Regards,
…………………………………………………..I then stumbled upon one guy from FBC Nelson Mandela who sent me a gtalk request and i accepted him thinking it was a friend of mine..
It was after talking a while that i asked him where i knew him from and he said he did not know me but had seen my email in his diary. I ask him where do you work and he says FBC. I then ask him which branch, then he told me Nelson Mandela..
I actually even said yah,you are the culprit that is holding on to my application for Convenience Banking (as they call it).. he sent me another form and asked me to fill it in so that he can try and follow it up, i did, but upto date nothing happened.
So now I am not sure whether my bank really cares or what, but their service is crap. And i am not the only one complaining… 🙁
As usual, I have forwarded this post via email to FBC management, and will wait for a response.