First National Bank Conversion
 SUPPLIER |
First National Bank |
 INDUSTRY |
Banking |
| BRANCH / AREA | Johannesburg | COUNTRY | South Africa |
| TIME / DATE | 11:15 Wed 18 Jan | PERSON RESPONSIBLE | |
| CUSTOMER | guntheru | View all reports by user |
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| PROBLEM | Feedback / Response |
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| INCIDENT | Mon 16 Jan | ||
| HEADLINE | Smartphone/Table promotion a shambles |
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I ordered my iPad2 via the FNB online banking facility in mid December 2011. Not hearing from the after quite a while I phoned through to the call centre to enquire on the status of my order. The call centre agent then started asking me all sort of credit check questions (salary etc) and promised me that the couriers would be phoning me within 10 days to confirm delivery. After still not hearing from anyone I phoned through again. This time the call centre agent informed me that I do not qualify as I don't have any debit orders coming off my account and advised me of the terms and conditions. Now I have no issues not being eligible for the smartphone/tablet offer (although I do use the account daily) but I have a problem how FNB does not communicate with their clients regarding their order. Why do I need to keep phoning in to follow up on the order? How come the 1st call centre agent could not tell me that I do not qualify and why was I only asked about salary and other personal details when I phoned in? FNB, you need to get your process in order! The whole offer seems to be slapped together to get people to open up an account without having any supporting process to handle these. |
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| SUPPLIER'S RESPONSE | First National Bank | Time and Date | 09:27:27 | Fri 20 Jan 12 |
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Hello guntheru, Thank you for taking the time to express your concerns. I have escalated the matter above to the relevant department to urgently address. Complaint reference : 133726 Kind Regards Mpumi Ncube |
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| CUSTOMER'S FEEDBACK | guntheru | Time and Date | 11:13:48 | Tue 24 Jan 12 |
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Quite Impressed:
FNB contacted me and the problem of me qualifying for the device was sorted. I am also impressed that they personally delivered the device the next day!! However I hope that FNB sorts out the underlying issues and not just try and fix these sort of problems after the fact. Thank you |
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