Bad bad bad service from FNB and Vodacom!!!

Item: FNB (First National Bank)
Rating: 1
Author: Boitumelo M

On the 18th of December 2021 I purchased two R50 airtimes using my FNB App. I didn't receive my airtimes. I contacted vodacom to help me and the consultant told me to contact my bank. Then I contacted my back via FNB chat on the App. They told me that they are busy with my query. Yesterday I received emails from my bank saying my airtimes were allocated whereas upto this day I haven't received my airtimes. This is the response the bank gave me:

Dear Mr/ Ms Moeng,

We refer to your [Query] reference number *** related to [airtime/ data] purchased on the 2021/12/18.

We thank you for this opportunity to investigate and provide a response.

After investigating with the network operator, their findings were:

? That the [Airtime / Data] was topped up successfully.

Please refer to the terms, conditions and rules of the Network Operator. Disputes regarding the feedback received from the Service Provider must be logged directly with them. We have no control over such third parties or their products or services. We are not a party to any disputes between you and the third party.

We take this opportunity to thank you for your continued support.

Kind regards,

Lerato Ngwenya FNB Service Provider Team ***

This email is subject to a disclaimer.

So this means that buying airtime with the FNB App is not safe because you can buy airtime and not receive it and when you contact your bank they can say your airtime was allocated even though you haven't received it. They don't even bother to call you as a customer to check if indeed you have received that airtime or not. Vodacom is also refusing to give me the statements to show the bank that the two R50 airtimes are not reflecting on the vodacom statements. I am very frustrated and sad because of this inconvenience. I am truly truly not happy with this two service providers. They don't care about customers at all.

Helpful (0)

Replies (1)

Boitumelo M's updateReviewer Update

23 Dec 2021, 06:30

I still haven't receive my 2 R50 airtimes. I don't want to teach FNB employees their work but the best way to investigate this matter was to check my recharge history with Vodacom to check if I have received those airtimes on my history statements. But they still send me the email that I received those airtimes even though I haven't. It means they are not doing their jobs because if they did they would have found out that I never received my airtimes. This is the response I received:

Dear Mrs Moeng,

We refer to your Complaint reference number *** related to airtime/ data purchased on the 2021/12/18.

We thank you for this opportunity to investigate and provide a response.

After investigating with the network operator, their findings were:

? That the Airtime / Data was topped up successfully.

Please refer to the terms, conditions and rules of the Network Operator. Disputes regarding the feedback received from the Service Provider must be logged directly with them. We have no control over such third parties or their products or services. We are not a party to any disputes between you and the third party.

We take this opportunity to thank you for your continued support.

Kind regards,

Noxolo Sabela
FNB Service Provider Team
***

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It would be a pleasure to just get my refund of the 2 R50 airtimes that I purchased via the FNB App that I have never received.

Boitumelo M's update23 Dec 2021, 06:30

Reviewer Update

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