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Neil R

1 reviews | Active since Mar 2010

26 Jul 2019, 10:45

Absolutely Flabbergasted!!

I have nothing but issues every time I open an FNB account. Bumped my head too many times over the years. Should have learned my lesson by now.

I URGENTLY need assistance with a Transfer that does not have all the details. Tried to use the Online Chat... but lo and behold for the first time in my multiple online chat history with any company... "My device is not verified so they can't assist"... I This is absolutely ludicrous, I respond to their message and reply then get the following... "Thank you for your chat. We have had no further response from you, please contact us at a convenient time, when you can chat.".... *** is going on!!!!!

0
Replies (3)
NR
Neil R's update26 Jul 2019, 10:47
Reviewer Update
I forgot to mention... "Good day, I can see you contacting us from a device that is not verified however to verify your device you need to make a payment of R350 using that device and automatically after 7 days the device will be verified. Is there anything else you would like me to assist you with?" ***!!
FNB (First National Bank)
FNB (First National Bank)'s reply26 Jul 2019, 12:40
Official
Good Day 


Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.

A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.

The reference number is ***

Regards

Hello Peter Complaints Team 

***           
NR
Neil R's update26 Jul 2019, 12:55
Reviewer Update
I would like to Thank FNB Complaints department for contacting me in regards to this issue.

I still do not agree with the Logic of the Device Verification process. Hopefully this can be resolved in the near future.

Just as a Note..

1) To request that a "Customer" pay R350 + wait 7 days for their device to be verified is pure theft IMHO... I'm already a customer and paying to be one... Why the additional Cost for FREE Online Assistance!?

2) I do online Banking from time to time and have used the same Device and Browser since I opened my account. Now in order to use the online chat (Via FNB Online Banking) for Assistance, my device needs to be verified...

Okay, So I am entitled to...
a) Log in,
b) Make Payments,
c) Do Transfers,
d) Change Details,
e) Buy Things like Electricity, Airtime, Data,
f) Add Accounts,
g) Add Beneficiaries,
etc, etc...
ALL of this on the SAME Device...

If the "Device" is not 'Verified' Then why am I allowed to log into my FNB account on that Device and make ALL the above changes, plus more... etc???
... but I can't ask a question regarding my account of which I am currently logged into!?

I truly appreciate and respect the Security, but it is Flawed as explained above.
Absolutely no logic in this.