27TH NOVEMBER AND STILL NO RESOLUTION!!!

On the 27th November 2018, I went to the Carlsworth branch and requested for an increase on my credit card. The consultant took me through the agreement and I signed it. She informed me the credit limit would be increased by COB and I should receive an sms.

On the 29th November 2018, I went back to the branch to enquiry as no sms had been received. The consultant informed me that there was a system error and the tech department was working on it and should be resolved soon.

On the 30th November 2018, I sent through a complaint about the credi card limit increase and received a call on the 02nd January 2018 confirming the limit would be done by COB.

But still no sms was received and raised a 2nd complaint on the 03rd January 2019. I received a email from Natasha Adolph informing me she would be investigating and provide me with feedback. She mentioned the credi card department had tried to contact me so they could discuss the agreement. I asked Natasha to explain why I needed to discuss the contract if I had done this at the branch?

On the 7th January 2019, I receive an agreement of R26 500.00 which is not what I signed for at the branch. I queried this with Natasha and asked her to explain why the agreement was not as per my previous agreement from the 27th November 2018. I received communication 2 days later, after trying to contact her and leaving messages on her machine, that the reason for the new agreement limit was based on the highest limit on my card.

On the 10th January 2019, I emailed Natasha the agreement I signed at the branch for R15 500.00 and this was the original agreement. Thougtout the day I tried to contact Natasha 3 time and left 2 messages but no call was received. I then contacted the Complaints Resolution number and spoke to a consultant who informed me the complaint with Natasha had been closed!!! This was very surprising as the complaint with Natasha was not closed and I had been contacting her to have it resolved. The consultant informed me was going to email Natasha and her manager (Brenda Frayster) to provide feedback on why the case was closed and to contact me in the morning.

On The 11th Janaury 2019, I had not received a call from Natasha and checked my emails, I received an email at 09:02am informing me - We are trying to get them to process the quotation for the R15,500.00 as a new quotation was generated for the higher amount . At 1:09pm, I emailed Natasha to expression angry and the delay in this matter has cause my Wesbank debit order to be sent back. I went into the branch to make arrangements so the debit order would not bounce. All the correct paperwork was done on the 27th November to ENUSRE the debit order was not sent back and due to the delays, the debit order was returned and now have to incurre the reversal debit order costs!!! I tried to contact Natasha but again I had no luck left a message.

At 1:50pm, I received a second emial informing me my application was declined due to a missed an instalment for a Short term loan taken from Discovery. I tried to contact Natasha 4 times after this email and it went to voicemail each time. I then emailed Natasha at 3:40pm, to inform her i have tried to contact her but had no luck. I informed her that I do not have short term loan with Discovery, only a credit card which is up to date as Discovery debit my account with the relevant amount. I have checked my Discovery statement and December's amount in reflecting.

I contacted the Complaints Resolution department again and the consultant informed me Natasha had close the case and the comment was she tried to contact me but could not get hold of me. The consultant tried to contact Natasha and her manager so I could speak to either one but no luck. When the consultant came back to me, I explained to the consultant that the only call I received to was from Wesbank at 07:18 and I gave her the number. She informed me she would escalate my complaint again to Natasha and her manager.

So after all that, PLEASE EXPLAIN TO ME WHAT IS GOING ON????? CAN SOMEONE RESOLVE MY COMPLAINTS AND GIVE ME AN ANSWER!!!!!

I WOULD NOT BE FOLLOWING UP WITH NATASHA AND TRYING TO SPEAK TO HER IF I DID NOT NEED THE MONEY FOR WESBAN****

I HAVE BEEN A CLIENT WITH FNB FOR MANY YEARS AND I HAVE NEVER NEVER HAD SERVICE LIKE THIS!!! Maybe it is time to change banks?