DG
Devan G
1 reviews | Active since Apr 2013
31 Mar 2022, 09:16
Be careful with FNBs Digital Solutions - CHECK carefully as there are errors in their system
Whilst I have enjoyed the FNB Digital experience, be careful as FNB can do things without you knowing. I had extra cash in my credit account. I informed my private banker. The money was then removed. No explanation. No apology. No thanks. With eBucks, I again moved to level 4. My FNB profile showed that I had qualified for virtual swipes but the points were not allocated. When they investigated they realised that they had not given me access to tap using my virtual cards on my phone. This was then fixed - without apology. Finally the FNB app showed that I qualified for points for my cash at till exceeding my cash withdrawals but the points were not allocated. When I got to the rules, it indicated that e-wallet to your own number was also considered a cash withdrawal - a rule change that was not communicated. I logged this query in early march. I continually get responses from my Private banker that they are working on it but no response is forthcoming. Its great having these tools to earn ebucks however, the bugs in the system make it difficult to do so and FNBs communication is very poor when it comes to queries.
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Devan G's updateReviewer Update
02 Apr 2022, 05:47Since the report on HelloPeter, FNB appears to have taken this a lot more seriously with several consultants callinge to investigate and resolve issues. I appreciate this FNB however, why should this have to be put out on HelloPeter to get it the response that it deserves? Some interesting findings in my feedback.
1. The matter with credit card is still not resolved. Nobody knows about the money that came in or went out. My FNB Private banker has been trying and fortunately saw my account when the balance was higher. She has tracked every transaction since and could not pick up any transaction that could have lead to a reduction in my balance.
2. I have had FNB call me to resolve the virtual card issue although this was already resolved almost immediately after I called my Priavte banker. Still to find out whether fnb will award me the points for errors on their system.
3. The CashAtTill issue is apparently (as a side) included in the new rules. FNB - is it not possible to produce a document that tells you the old rule and the change that you have introduced (only the change) in the new rule. EBucks is meant to cause behavioural change however putting this into the whole text and causing your clients to have to search your documents only causes more confusion subsequent queries and more cost to fnb.
4. I also used this opportunity to talk about my nav-wellness comaint where they didnt award me 1000 points in previous months as I had not updated my profile. After saying this for months, they did investigate it and found that I actually did do it and for some reason it didnt pull through. This has impacted my ebucks level on a few months which in turn affected ebucks discounts and earned ebucks. Its now time to see how long it takes for fnb to correct the ebucks. Not sure how far back they will go.
My issue is not yet resolved however thus far it is clear that:
* FNB does have very competent and committed staff...however you dont get to soeak to them unless you escalate through a public platform.
* the conventional compliants process in fnb is really poor. The method of response and time taken for the response is ,ot tracked and cases get closed without feedback to the client.
* there are flaws in the ebucks point system. You need to be carefully monitor how points are awarded esepcially if you drop a level.
* you need to monitor to your account rigorously. FNB has not yet explained how money was added and then removed from my account.
Whilst FNB has now confiemed some of the problems, lets see how it long it takes to address the solution.
1. The matter with credit card is still not resolved. Nobody knows about the money that came in or went out. My FNB Private banker has been trying and fortunately saw my account when the balance was higher. She has tracked every transaction since and could not pick up any transaction that could have lead to a reduction in my balance.
2. I have had FNB call me to resolve the virtual card issue although this was already resolved almost immediately after I called my Priavte banker. Still to find out whether fnb will award me the points for errors on their system.
3. The CashAtTill issue is apparently (as a side) included in the new rules. FNB - is it not possible to produce a document that tells you the old rule and the change that you have introduced (only the change) in the new rule. EBucks is meant to cause behavioural change however putting this into the whole text and causing your clients to have to search your documents only causes more confusion subsequent queries and more cost to fnb.
4. I also used this opportunity to talk about my nav-wellness comaint where they didnt award me 1000 points in previous months as I had not updated my profile. After saying this for months, they did investigate it and found that I actually did do it and for some reason it didnt pull through. This has impacted my ebucks level on a few months which in turn affected ebucks discounts and earned ebucks. Its now time to see how long it takes for fnb to correct the ebucks. Not sure how far back they will go.
My issue is not yet resolved however thus far it is clear that:
* FNB does have very competent and committed staff...however you dont get to soeak to them unless you escalate through a public platform.
* the conventional compliants process in fnb is really poor. The method of response and time taken for the response is ,ot tracked and cases get closed without feedback to the client.
* there are flaws in the ebucks point system. You need to be carefully monitor how points are awarded esepcially if you drop a level.
* you need to monitor to your account rigorously. FNB has not yet explained how money was added and then removed from my account.
Whilst FNB has now confiemed some of the problems, lets see how it long it takes to address the solution.
DG
Devan G's update02 Apr 2022, 05:47
Reviewer Update
Since the report on HelloPeter, FNB appears to have taken this a lot more seriously with several consultants callinge to investigate and resolve issues. I appreciate this FNB however, why should this have to be put out on HelloPeter to get it the response that it deserves? Some interesting findings in my feedback.
1. The matter with credit card is still not resolved. Nobody knows about the money that came in or went out. My FNB Private banker has been trying and fortunately saw my account when the balance was higher. She has tracked every transaction since and could not pick up any transaction that could have lead to a reduction in my balance.
2. I have had FNB call me to resolve the virtual card issue although this was already resolved almost immediately after I called my Priavte banker. Still to find out whether fnb will award me the points for errors on their system.
3. The CashAtTill issue is apparently (as a side) included in the new rules. FNB - is it not possible to produce a document that tells you the old rule and the change that you have introduced (only the change) in the new rule. EBucks is meant to cause behavioural change however putting this into the whole text and causing your clients to have to search your documents only causes more confusion subsequent queries and more cost to fnb.
4. I also used this opportunity to talk about my nav-wellness comaint where they didnt award me 1000 points in previous months as I had not updated my profile. After saying this for months, they did investigate it and found that I actually did do it and for some reason it didnt pull through. This has impacted my ebucks level on a few months which in turn affected ebucks discounts and earned ebucks. Its now time to see how long it takes for fnb to correct the ebucks. Not sure how far back they will go.
My issue is not yet resolved however thus far it is clear that:
* FNB does have very competent and committed staff...however you dont get to soeak to them unless you escalate through a public platform.
* the conventional compliants process in fnb is really poor. The method of response and time taken for the response is ,ot tracked and cases get closed without feedback to the client.
* there are flaws in the ebucks point system. You need to be carefully monitor how points are awarded esepcially if you drop a level.
* you need to monitor to your account rigorously. FNB has not yet explained how money was added and then removed from my account.
Whilst FNB has now confiemed some of the problems, lets see how it long it takes to address the solution.
1. The matter with credit card is still not resolved. Nobody knows about the money that came in or went out. My FNB Private banker has been trying and fortunately saw my account when the balance was higher. She has tracked every transaction since and could not pick up any transaction that could have lead to a reduction in my balance.
2. I have had FNB call me to resolve the virtual card issue although this was already resolved almost immediately after I called my Priavte banker. Still to find out whether fnb will award me the points for errors on their system.
3. The CashAtTill issue is apparently (as a side) included in the new rules. FNB - is it not possible to produce a document that tells you the old rule and the change that you have introduced (only the change) in the new rule. EBucks is meant to cause behavioural change however putting this into the whole text and causing your clients to have to search your documents only causes more confusion subsequent queries and more cost to fnb.
4. I also used this opportunity to talk about my nav-wellness comaint where they didnt award me 1000 points in previous months as I had not updated my profile. After saying this for months, they did investigate it and found that I actually did do it and for some reason it didnt pull through. This has impacted my ebucks level on a few months which in turn affected ebucks discounts and earned ebucks. Its now time to see how long it takes for fnb to correct the ebucks. Not sure how far back they will go.
My issue is not yet resolved however thus far it is clear that:
* FNB does have very competent and committed staff...however you dont get to soeak to them unless you escalate through a public platform.
* the conventional compliants process in fnb is really poor. The method of response and time taken for the response is ,ot tracked and cases get closed without feedback to the client.
* there are flaws in the ebucks point system. You need to be carefully monitor how points are awarded esepcially if you drop a level.
* you need to monitor to your account rigorously. FNB has not yet explained how money was added and then removed from my account.
Whilst FNB has now confiemed some of the problems, lets see how it long it takes to address the solution.