3rd Hellopeter complaint - FNB non-existing service by Mary Ramodisa. NAV CAR - Ombudsman Ref N7WJQL50

In short, here is my story (I have saved all correspondence and emails regarding this matter ):

• In October 2020 I have made use of the NAV-CAR function on the FNB App and I have renewed several outstanding licences. There was some block on the licences due to an outstanding traffic fine that I had to pay to get my licence after lockdown. The fine was paid and I have received most of the licences with the exception of Audi DN33PGGP. This can therefore not be the reason for the delay. • On the 6th of January 2021 I followed up with FNB by logging a query on the NAV-CAR app. I have received a response from Mary Ramodise that it has been escalated to the Service Provider – CARLICENCE PTY LTD. (Ref ***) • Nothing materialised and I again followed up with Mary Ramodise on 20 January 2021. The matter was escalated (Ref***) • I followed up again on 25 January 2021 and Mary sent an email to CARLICENCE PTY LTD • On 26 January 2021 it was escalated to the service provider and Sekhabi from CARLICENCE PTY LTD acknowledged receipt. • On the 13th of February 2021 I followed up again – still no news. • On the 14th of February 2021 it was escalated to CARLICENCE PTY LTD again (REF ***) • On the 16th of February someone from CARLICENCE PTY LTD contacted me and told me to pay an additional R270 for a reprint of the licence papers. I was given a Payfast link. I felt that I haven’t been responsible for losing the papers the first time as it was never even delivered to me in the first place! I nevertheless paid the additional R270 in desperation to get my licence issued. • On 29 March 2021 there was still no sign of my licence. I have decided to put a review on Hellopeter. I have received an immediate acknowledgement from FNB saying that someone will contact me to discuss. • On 29 March, I followed up with Mary Ramodise again. • On 30 March I receive a letter from Mary Ramodise telling me that I am unfair when I say she has been sitting on my query from January 2021. She stated that the terms of use on their app clearly states that FNB makes use of a service provider. She has escalated my query and therefore she is released of any further responsibility. She has done what she was obliged to do. She once more escalated the matter to CARLICENCE PTY LTD • On the 6th of April I followed up with Mary Ramodise again. She merely forwarded my email to CARLICENCE PTY LTD. There was still no licence in sight. • On 7 April I followed up with Mary Ramodise again – No feedback. • On 8 April I lodged another query on Hellopeter. Mary sent me an email to notify me that it has been escalated again. • On 12 April I have followed up again. I have received no reply as yet (10:00 on Monday 12 April)

I have asked Mary Ramodise on more than one occasion to put me in touch with her superior. It is clear she is unable to resolve this matter. My requests have not be adhered to. You can understand that I am becoming highly irate with the current situation. In all fairness it has been six months – going for seven! I am out of options and I feel powerless. I am totally dependent on FNB to resolve this for me and I have reached a dead end.

I have many positive experiences with FNB and was in general very happy with the service that I have received, but this is leaving a sour taste.