Broken Ebucks - Terrible Service

<p>Three months ago I decided to move to FNB, I moved for no reason other than ebucks, decided it was time to try and get something back.</p> <p>Since opening the account I have had non-stop issues on many different fronts and terrible service every step of the way.</p> <p> </p> <p>Issue 1: Card delivery.</p> <p>I opened my account on January 12th. I opened a cheque account, savings account and credit card.</p> <p>I requested the cards be delivered to my work address.</p> <p>A few days later I was informed my card was ready for collection at the branch.</p> <p>I explained that I had requested delivery, so they explained they would have to cancel those cards and re-order then in order to delivery them. Ok.</p> <p>Another few days days pass and I get told the card will be delivered on Friday 20th.</p> <p>Friday the 20th comes and goes and I don’t hear from anybody.</p> <p>Every day I complain, every day I get no response. The only avenue that yields luck is on twitter, he keeps telling me that so and so will be in touch but that never happens.</p> <p>Eventually they inform me that the card that was sent has been lost by the courier company and that they will rush to make another one.</p> <p>On the 24th my credit card is delivered, I find it lying on my desk at work. I never had to show ID and never signed for it.</p> <p>On the 25th my salary is paid into my new FNB account which I now have no way of accessing.</p> <p>On the 27th Jan the head of their complaints department Charles Ford ********** tells me that he can order me another card at a cost of R130 if I need one so badly.</p> <p>A few hours later another card finally arrives, from another different courier company. At this point I am unsure how many different cards featuring my name are floating about.</p> <p> </p> <p>Issue 2: Paperwork</p> <p>I opened my accounts in store and had all necessary paperwork with me. This process took several hours to complete.</p> <p>Over the course of the following weeks I had to resend various paperwork more, some more than once.</p> <p> </p> <p>Issue 3: Savings Account</p> <p>When opening my accounts I explained what I was currently earning in interest at Standard bank.</p> <p>How much I had in savings and what product could they offer with a similar rate.</p> <p>The consultant Athini Tshevu ********** advised me on the savings pocket which would yield 5.5% on my savings.</p> <p>Great, as this was more than I was earning at Std. I now discover that this information is incorrect.</p> <p>Based on the amount of money I have in savings I will only earn 2.5%, far below what I was getting at Std.</p> <p>This was a major factor in deciding to make the switch.</p> <p>I have since followed up with her via email cc’ing in Charles Ford complaining about this point and asking for them to advise a better option.</p> <p>I am yet to receive feedback two weeks later.</p> <p> </p> <p>Issue 4: The Banking App</p> <p>I was unable to sign into the banking app.</p> <p>It would simply tell me that my card numbers we invalid.</p> <p>I logged this telephonically on more than one occasion but they were unable to tell me why the issue was occurring</p> <p>And eventually logged it with senior technicians. I never received feedback on this matter.</p> <p>One day I tried it and by luck it happened to work.</p> <p> </p> <p>Issue 5: Ebucks</p> <p>For the months of January I was only able to reach level 4, due to the problem with the banking app.</p> <p>When January's points were allocated I was once again stopped by a glitch.</p> <p>It showed I had qualifying spend, but for some reason earned zero ebucks on that spend, an impossibility.</p> <p>I made sever complaints telephonically as well as over email, eventually they told me they January ebucks would be back-dated and awarded in February.</p> <p>Now in February, it shows I am somehow on both level 4 and level 5 simultaneously, an impossibility.</p> <p>It once again shows I have qualifying spend, but once again this spend shows as 0 ebucks earned.</p> <p>My credit card spend is also not reflecting accurately (it only shows the backdated January spend and no spend for Feb)</p> <p> </p> <p> </p> <p>Issue 6: Strange</p> <p>I took my kids to the cinema and booked on my credit card.</p> <p>When I went to collect the tickets and swiped my card it showed several much older bookings on the card.</p> <p>Bookings made long before I ever opened the account.</p> <p>I think perhaps they are recycling cards and that has somehow messed up my accounts?</p> <p> </p> <p>Through all of this I have had TERRIBLE service.</p> <p>Generally it takes several days to get a response to a complaint if at all.</p> <p>Responses generally take the form of we will investigate and get back to you, which NEVER happens.</p> <p>I then re-complain the following day and the cycle continues.</p> <p> </p> <p>I am so tired of fighting this war that never feels like I get anywhere.</p> <p> </p> <p>With Thanks</p> <p>Abram Viljoen</p>