Appalling service by FNB

On the the 27 December 2023 at around 12 pm I phone FNB Connect requesting that my phone which was lost be black listed, I also requested that proof of purchase be sent to me as I urgently needed to claim from my insurance. I was informed that this will be escalated and that someone will contact me within 24 hours, this did not happen. On the 28th I called again was advised that the query was still in progress and that someone was going to contact me and that the TAT was in fact 48 hours but the query had been escalated and that I must keep my phone with me. I kept my phone with me the whole time, and only received an email requesting an IMEI number which I provided. No one called. On the morning of the 29 December 2023 at around 10 am I again called and spoke to an agent who informed me that my request was still in progress and she will request a manager to escalate this and have them call me. I provided her with the IMEI number once again. At around 13:45 I phoned again but was again informed someone tried to call me around 09:00 the previous day (28th) which was not true as I was in fact the one who phoned and I only received an email which I responded to with information that was requested. The call was dropped and I again called and spoke to an agent I spoke to on the 28th December who informed me of the 48 hours TAT which at the stage had passed and she could only apologize and informed me that she doesn’t know why a supervisor has not called and why the query is taking too long to be resolved, and that there was not much she could do from her side as she had to wait on back office admin. I requested to speak to the manager she informed me that she couldn’t transfer the call but she will request the manager to call me. I asked who I should be expecting a call from, and she informed me she didn’t know who will call as they have 4 supervisors. I insisted on the names and she gave me the 4 names, none of them bothered to call. As it is, I am still without a ITC number, proof of purchase and as a result I cannot claim from my insurance.

This carelessness and unnecessary delays by FNB Connect may possibly jeopardise my chances of successfully claiming from my insurance on time. I am unfairly deprived of getting access to my own information in the name of back office admin.

I must say a decision to move to a different bank was difficult, but this incident has really made it easier for me. All I am requesting is for FNB Connect to get its act together and provide me with information my information and blacklist the device so that I can move on with my life.