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Bertus S

1 reviews | Active since Feb 2015

31 Jan 2018, 10:41

Banking App Verification

I am writing this because I'm very frustrated by FNB's lack of communication regarding re-verifying your phone's banking app.

I got a new phone a month ago, downloaded the FNB banking app and it was business as usual. Two days ago my banking app / online banking service decided to NOT send me approval notifications via my banking app.

In other words, if I want to take any online action, like making a payment, I cannot approve the action via my banking app as it doesn't send the approval notification request to my banking app anymore. I'm completely stuck now because I cannot approve anything.

Now I have to take 30 - 90 minutes to call around and figure out what's up with my banking app / online banking service. This then usually ends with me having to go to the branch because I could not remember where the bond for my home was registered (security question).

What gets me down is the fact that I have to figure out what is going on. Why can't FNB notify me that I suddenly need to re-verify my banking app AND that's why the approval notifications aren't coming through anymore? Followed by instruction on how to resolve it then and there.

The way to rectify an issue like this is much too messy. You can help me by sorting this out, please.

0
Replies (3)
FNB (First National Bank)
FNB (First National Bank)'s reply31 Jan 2018, 10:58
Official

Hello

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

***

I do apologise for any inconvenience caused.

Regards,

Client Experience Team

Email address: ***

Tel number: ***

BS
Bertus S's update02 Feb 2018, 12:07
Reviewer Update
Hi there, thank you for reaching out. Sorry for missing the support calls - I had so many meetings that day. Here is an update regarding the matter. I went to the closest FNB branch and had to do the exact same thing - call help centre via branch phone. I managed to pass the security questions that time and the lady on the other side resolved the matter. My banking app is still not verified as I need to make an R300 plus payment first. As this is quite an awkward request (at least for me), I still have to find a way to make an R300 payment. My gripe, however, is still the fact that none of was proactively communicated to me, followed by instructions on how to resolve the matter. Something like this maybe? "Hey, the banking app on your phone doesn't seem to be verified, this isn't great because won't be able to approve banking actions made via your online banking facility. Let's quickly get this sorted for you! Please do this and this so that we can go ahead and do this and this. Once we've done this, your phone will be verified again and you should be able to continue enjoying your online and banking app facilities." Thoughts?
FNB (First National Bank)
FNB (First National Bank)'s reply02 Feb 2018, 14:56
Official

Good Day

I do apologize for the frustration caused once again.

I have forwarded this matter to the relevant department to address all concerns raised to provide you with a resolution soon on this complaint.

We sincerely apologize for the frustration and inconvenience caused.

Regards,

Client Experience Team

Email address: ***

Tel number: ***