Hellopeter
Share Your Experience
JR
Jesse R

1 reviews | Active since Jun 2012

29 Sept 2018, 17:16

Cannot access online banking profile

I am now reaching saturation point with FNB. Some time ago, when I opened by business account, a landing page appeared when I sign in to my online banking profile, where I should select my personal or business banking profile. This was never there there before. When I select "Business", my business' bank account appears (no surprise there). When I select "Private", my private bank accounts, INCLUDING my business account appears. Now here is the problem: I use Sage Online in my business, which automatically downloads my bank transactions whenever I log in. That is how I keep my accounting up to date. However, ever since this 'landing page' appeared, Sage no longer can download the transactions, as (obviously) the strange landing page is stopping it. I WONDER IF THIS IS DELIBERATE AND PART OF THE LONG FEUD BETWEEN SAGE & FNB? TO PASS THIS ON TO YOUR CUSTOMER - THAT IS BAD TASTE AND WEAK. The 'solution' to this, can be one of the below: 1. Download the statements in CSV or OFX format, and manually import in to Sage - HOWEVER, the FNB portal nowhere gives one the option to download in either format; the only option is PDF, which looks nice, but cannot be imported into any database; 0r 2. Log in to my BUSINESS profile separately, and download the transaction history. To do this, I went to the branch to activate my business profile, and set up login and password. HOWEVER, having set up login and password, which works fine on my cellphone app, the profile in Chrome refuses to accept my login credentials. Reset, refuse. Reset, refuse. Reset, refuse. I have tried this IN the bank with banking staff - no success. We called IT Support - no joy. At some stage ago, a consultant was going to call me - still waiting.... A person from IT Support was going to call me - still waiting... In the mean time, I cannot manage my business as I have no management accounts for months now, as we cannot get the banking transactions into the system. I may not be FNB's biggest client, and certainly not their best - but this is lame.

0
Replies (6)
FNB (First National Bank)
FNB (First National Bank)'s reply01 Oct 2018, 09:27
Official

Good day Jesse ,

I tried to contact you on the number provided, to no avail.

I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.

I have noted that complaint reference *** as issued for your complaint. I have referred the complaint to the relevant department and have requested that they provide assistance and to make contact with you to address your concerns.

I again apologise for any inconvenience caused.

Kind Regards,

Hello Peter Complaints Team

*** (option one)

JR
Jesse R's update03 Oct 2018, 09:25
Reviewer Update
They use numbers identified as Spam Callers to call, which one's phone automatically suppresses (I am not willing to switch off my spam protection). E-mails remain unanswered. Still no progress. There is really NOTHING that can be done on my side. Sending me an e-mail to tell me to use the "Password Reset" functionality is of NO USE as I have done that countless times, even in branch with bank staff, AND on the phone with IT Support Staff. And it also clearly shows that whoever is trying to communicate with me, did not bother to go to the length of READING my complaint, since if they did, they would have known that simply resetting the login details is of no use - why then advise me to do it, and further waste my time??? Clearly this is some programmatical error on FNB's side, that needs to be fixed. What role do I have to play in it? And if I do, may I send an invoice for my time, for helping sort out their problem? This is costing me time and money!
JR
Jesse R's update11 Oct 2018, 17:07
Reviewer Update
And stillllllll no response from FNB..... I wonder if their attitude will be different when I eventually have millions in the bank (and banking somewhere else)...
JR
Jesse R's update11 Oct 2018, 17:08
Reviewer Update
Maybe people would be interested in reading about this in social media....
JR
Jesse R's update08 Nov 2018, 13:36
Reviewer Update
It is now another month passed... and still nothing. I am now proceeding to use my extensive social media marketing s****s to tell the world about this LOUSY service from FNB. My bank feeds in my accounting package has not been updated since March 2018, due to this problem. I reset my login details, and write it down, just to be certain I have it right. But when I log in - I am told that I have entered the incorrect login details. Really????? FNB, please note: I have asked you to stop calling me, as my phone automatically screens your calls out, as all your numbers are identified as spam callers. PLEASE E-MAIL ME at **********
JR
Jesse R's update08 Nov 2018, 14:12
Reviewer Update
I eventually found a solution to get the matter resolved, hidden deep, deep, deep into the profile architecture. I am just really disgruntled that I had to figure this out by myself, with no help from FNB. Not even their own staff seemed to be aware of this solution to the problem.