Absolutely pathetic service
I noticed unknown debit orders on my account. I messaged the so-called bankers via the app on Friday and by the Monday i only managed to get through to a banker. The so-called banker apparently could not see my messages (apparently they can only go back 3 days) and the suddenly could see it after I persisted on the date as to when I sent. Eventually, after no help from the so-called banker, I decided to rather escalate the query to the ***** department. I agreed to cancel the card and have an investigation done on my account - the so-called banker said it was debit orders, but the ***** consultant said it was card swipes. After cancelling the card, I tried logging into the app and then realised my ENTIRE BANKING WAS CANCELLED!!! No access to my cash at all. I couldn't get through to the call centre and when I eventually did they said I need to go into the branch. Even the branch consultants were surprised as to why they cancelled all my banking.
FNB, please explain this:
- how does it take 4 days for an online banker to attend to my query? I probably went through 5 different so-called bankers - how is it possible to cancel my entire banking? No access to my cash at all. I had my Standard Bank cards ******, but they never cancelled my banking.
In addition to the above, I still have open queries with your so-called bankers which are listed below.
- I moved most of my banking from Standard Bank to FNB at the beginning of 2018. Before upgrading the account, I clearly remember having a savings pocket account. There was approximately R60 in the account. A few days after upgrading the account, the savings pocket disappeared. I queried it with the so-called bankers but till today this has not been resolved - see all my messages to them. - On 22 October 2018, I sent a response email to your consultants and till today I am waiting on a response. - On 1 May 2018, I sent a complaint and till today I am waiting on a response. - On 8 May 2019, I requested a private banker to contact me as I am fed up with this service and till today I have not received a call.
PS - I work in financial services so please save yourself from a bull**** response.
Thank you for taking my call earlier.
I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.
As per our telephonic conversation, a formal complaint has been logged and reference number ***NF was issued.
I have referred the matter to the relevant department who will provide feedback.
Once again, I do apologise for the inconvenience and frustration caused.
Regards,
Hello Peter Complaints Team
***
Thank you for taking my call earlier.
I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.
As per our telephonic conversation, a formal complaint has been logged and reference number ***NF was issued.
I have referred the matter to the relevant department who will provide feedback.
Once again, I do apologise for the inconvenience and frustration caused.
Regards,
Hello Peter Complaints Team
***
1. No feedback on what has happened to my savings pocket, along with the cash that was in there
2. No feedback on a previous complaint and the request to speak to a private banker
1. No feedback on what has happened to my savings pocket, along with the cash that was in there
2. No feedback on a previous complaint and the request to speak to a private banker