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Nhlanhla Meque-Lunga

1 reviews | Active since Jun 2019

03 Jun 2019, 20:17

BOUNCED AROUND FROM DEPARTMENT TO DEPARTMENT, NO SOLUTION!!!

I've had an issue with my gold credit card for quite a while now. Whenever I try to transact online it declines. I been visiting fnb branches about the problem to no avail. I was handed a phone where I was put through to the credit department, who then failed to help and forwarded me to the credit card ***** department, who said there was nothing wrong o their side and forwarded me to the forex department to see if there might be a possible forex block. Forex department said they saw nothing wrong on their side and sent me back to the credit card department. This time around the credit card department told me there was an inactive petro card with the same last 6 digits as my credit card and that was why my card was having issues. They said there'd cancel the petro card and the problems would be solved... they were not! So back to the bank again and back on the phone with the credit department and the consultant has absolutely no idea what to do with the problem, I can even hear her asking someone on the other end of the line about it, so she does what they seem to do best... she passes me on to another department, Online banking. The consultant at online banking explains to me that credit card department are the ones who should help with the issue, she checks what her system allows her to see which is my online secure and my verified by visa and assures me that those are in order. She even offers to speak to the credit card department consultant directly while I hold. After a long wait, the line just goes dead.

PS: all this happened over many days, many visits to various branches, many phone calls each call taking no less than 20 minutes JUST to get to talk to a consultant.

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply04 Jun 2019, 09:26
Official
 
Good Day, 
 
We would like to sincerely apologize for all the inconvenience caused. 
A complaint to the relevant department has been re logged for urgent assistance (*** ) who will investigate and provide you with feedback. 

Kind Regards, 
Hello Peter Complaints Team 
*** 
NM
Nhlanhla Meque-Lunga's update05 Jun 2019, 19:18
Reviewer Update
So sure enough FNB did promptly contact me and informed me that they were investigating and that a consultant would be in touch very soon. (04 June 19) True to their word, i got another call from their credit card complaints department, and I again explained my issue and he said someone from another department (something like customer services). After a few hours I got a call from Tevin who told me that he had investigated, and had suspected that the problem was with the Forex department but had also been told that there was no problem there. He even checked my limits and said they were all fine. He then said he would escalate the issue the Product department and that they'd call me. (05 June 19) I got a call from Jeffery who told me he could see the declined transactions but saw no reason for them, so he transferred me to the Authorization department. The lady at Authorization couldn't get rid of me fast enough!!! She quickly told me that that was a Forex problem, not theirs. I had to literally ask her to stop and listen so I could tell I had already spoken to Forex and that Tevin their consultant had also spoken to them and we'd both been told that everything was in order there. she was adamant though... she insisted that I call Forex and even gave me their number and told me to talk to a lady called Winnie Masinga. Now I know how long it takes for one to get through to a consultant on an FNB call so I know it would be very costly for me to make that call from my own phone, so I guess I have to wait until I get another opportunity to go into a branch... sigh!

Oh, as a cherry on top, now they have also sent me a message saying I've exceeded the international limit on my CHEQUE card!

"FNB :-) Our records show that you have exceeded the international limit authorised on your FNB Cheque card. You will no longer be afforded foreign exchange by any authorised Merchant. This also affects all your offs**** payments and card purchases. For assistance please email, *** or call *** for local calls and *** for international calls (option 3) between 8am and 5pm. FNB, a div of FRB Ltd."