1 Full month and still no feedback. Terrible!

I have given FNB 1 full month and still no feedback!!! I visited the Slow Lounge in Durban and, at the time, my app reflected “Complimentary used: 0/4”, confirming that I had four complimentary visits available. I logged into the FNB app, redeemed a voucher, and was granted access.

A few minutes later, the concierge informed me there was an error with the voucher and asked me to redo the process. I returned immediately, presented my card, and access was again granted without issue.

However, when reviewing my account statement a few days later, I noticed a charge of R600 for the lounge access. I contacted customer service, who logged a query with eBucks. The agent I spoke to insisted that I had no visits available and further claimed that FNB’s engineers confirmed I had never logged into the app that day. I questioned this repeatedly and was assured their investigation was correct. I requested proof of my app activity and was told it would be emailed to me, but a week has passed with no response.

Out of frustration, I retrieved my own activity log directly from the FNB app which clearly shows that I did, in fact, log in at King Shaka airport. This evidence directly contradicts what I was told.

This experience highlights both poor service and a concerning lack of accountability. It is not my responsibility if FNB’s systems fail to update correctly. If I had no visits available, I would have used my Investec or Discovery benefits instead.

I would like this matter resolved urgently, including a full refund of the R600 that was incorrectly charged. FNB (First National Bank)’s reply 11 Sep 2025 at 08:34 Good day Ms Lilian B Tshabalala .

Thank you for taking the time to bring this to our attention, and we apologize for the inconvenience caused. A formal complaint has been logged on your behalf and referred to the relevant department will provide you with feedback. The reference number is: ***NF

Still no feedback!!!