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Duann V

1 reviews | Active since Sept 2018

11 Sept 2018, 00:59

Atm not dispensing money, Deducted from Acc - Issue unresolved

First National Bank......... I really have no words to express the pefetic, totally unacceptable and non existing service they have towards me as a customer. On 3 September 2018, I attempted to withdraw R450.00 at their ATM in Gordon’s Bay by the Pick n Pay centre(Atm ********** 8). No Money but my receipt came out which showed withdrawal was successful and deducted from my account. I am unemployed and that was the only money I hade. I arranged it with a big struggle and lent the money so I can use it for petrol to get to Cape Town for a Job Interview the following day, 4 September 2018. I rushed to the nearest Absa Bank as I’m an Absa client in Strand, Western Cape. They immediately logged my complaint and opened a case with reference number ********** with 3 days resolving time but went back to Absa 4 Days later on 6 September 2018 as it was still non resolved. The lady explained and updated me on the progress of my case. Handed over to FNB, awaiting response from them with 7 days resolving time from the day I logged the complaint with Absa. The lady at Absa which handled my case from the start have now been trying for a week to get hold of the person at FNB who is dealing with my case, she have tried her best but even phoning managers who all promised that they will come back to us still nothing after I have been to Absa 5 times , twice to FNB. This is now my problem, R450 which I have been fighting for, money that I have arranged and stressed to get, money that was to be used for me in getting to CT for an Interview has been ********ly taken from me by FNB has resulted me in missing my interview, driving over 120 km up and down to follow up at the banks, more than R200 airtime vouchers on phone calls with me selling my stuff for next to nothing to cover this expenses. I cant stress this point more This cannot be my problem, I have 2 kids and wife which I need to provide for. Someone needs to be taken accountable and resolve my issue

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply11 Sept 2018, 08:52
Official

Good Day

Thank you for your posting,

Unfortunately Absa needs to investigate for you, they would need to log a sas-switch query on your behalf.

We do apologise for the frustration caused and hope this matter gets resolved soon.

***

Kind regards,

DV
Duann V's update11 Sept 2018, 12:58
Reviewer Update
It seems that you don’t have the facts and it’s clear that my complaint have not even been investigated!!!! You call this blamed shifting and it’s a total disgrace that a National Corporate company like FNB treats customers in this manner. I will explain again as it seems that you only read the thirst part of my complaint letter where I stated that I didn’t receive the cash at the atm and that I’m an Absa client. Incident happened on 3 September 2018, I immediately reported the issue at Absa Branch in Strand on the same day 3 September 2018, Charne Lettier Lady at Absa who assisted me who by the way went out of her way to help me, Best customer service I have ever received logged my complaint so that Absa can do a SAS-SWITCH QUERY with case reference number ********** with time to SLA 3days, the following day 4 September 2018 Absa send me an SMS to inform me that they are now busy with my cash which is the department that does the SAS-SWITCH QUERY, On 6 September 2018 after my issue have still not been resolved i then went back to Absa to the same lady and she informed me that my case has now been referred to FNB after they have investigated and found that the issue is with you, FNB have also acknowledge and confirmed this by providing the persons Name and contact details who is now dealing with my caseat FNB and that time to SLA is 7 days. Jeremy ..... ......, Phone number 011........ This was unacceptable for me and I can give you lots of reasons but needles to say it’s my money and a needed it to get to an interview so I asked the lady at Absa Chante Lettier if she can please try to help me in any way to get my money faster as she actually understood my situation. she then phoned and tried her best and I can vouch for that as i have been in and out every day since then. She has actually after all her troubles managed to get hold and speak to the right people, managers at FNB who was aware of my issue. They told her that they will get back and inform me on the progress. This never happened as promised. Bottom line- Your response is shocking and evidence that my complaint is not being investigated and that FNB does not take responsibility. I received this SMS today: FNB:-) Ref ********** NF Good day. Your refund has been processed, it will reflect in your account within 24 Business Hours Why have FNB informed me that my refund has been processed after you say Absa must investigate? This shows and now proofs that my money have been with FNB since the 3rd of September, with out my consent and that my complaint have been neglected. I had do go up and down to banks traveling on my expenses, phoning on my expenses, hours of time standing in bank rows waiting to be assisted, missing my interview!!!! Can you please give an proper explanation and what you are going to do to assist me with my expenses or are you going to do blame shifting again?