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Michael P

1 reviews | Active since Sept 2018

26 Sept 2018, 11:22

Card Settlements Bad service

So my Credit Card Account is under debt review and I paid the settlement to FNB CREDIT CARD LEGAL account more than a week ago to settle it. I urgently need the paid up letter to get my clearance certificate and the service I'm getting from FNB is shocking. I'm being sent to department after department not to mention that I am on hold for hours! I've settled my ABSA account at the same time and already received the paid up letter from them. On both occasions it was paid from my FNB account so internally FNB failed to close my account where ABSA already did. Now after a week and a half I was told it was escalated and I have to wait for feedback for another 48 hours? Seriously.

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Replies (7)
FNB (First National Bank)
FNB (First National Bank)'s reply26 Sept 2018, 11:54
Official

Good day Michael Pretorius,

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

Your complaint has been referred to the relevant department for investigation and resolution. I have requested that they provide feedback.

Complaint reference number *** was issued for your complaint.

Regards,

Hello Peter Complaints Team

*** (option one)

MP
Michael P's update27 Sept 2018, 11:11
Reviewer Update
So I'm still waiting as I now hear that my payment is missing? Firstly how does it go missing. Secondly how long does it take to locate my payment if the reference specifies my account number? You've already missed your 5 working days to get the paid up letter to me now I have to hear that to locate the payment will take another 5 working days. Surely after already missing the deadline this should be a priority call?
FNB (First National Bank)
FNB (First National Bank)'s reply28 Sept 2018, 11:59
Official

Good day Michael Pretorius,

Thank you for bringing this matter to our attention.

I am disappointed to hear that your previous complaint had not been resolved.

However I have reviewed your previous complaint and noted that an email was sent to you on the 26/09/2018 at 12:53pm providing you with a detailed explanation regarding the payments you have made as well as requesting that you provide bank proof of payment for any payments made that is not reflecting.

I do apologise for the frustration caused.

Regards,

Hello Peter Complaints Team

*** (option one)

MP
Michael P's update28 Sept 2018, 12:21
Reviewer Update
I have provided the proof of payment multiple times. Please see the latest response from FNB 26/09/2018 2:55PM not long after the one you listed there: Good day Mr. Pretorius, We acknowledge receipt of your email. Kindly be advised that account has been referred to the relevant department for payment to be traced or allocated in the credit card account **************: Kind regards, Virginia
MP
Michael P's update28 Sept 2018, 12:24
Reviewer Update
I've also phoned yesterday and I get the same response the whole time. They can see I have made payment they are tracing the missing payment. Still no feedback. I have to phone FNB all the time for feedback. No progress nothing. Now I have to phone again today just to find out what is going on. Will probably get the same response that I had since 26 September. There is no urgency in resolving this matter?
MP
Michael P's update02 Oct 2018, 12:29
Reviewer Update
I honestly can't understand what is going on. No feedback and empty promises. I was supposed to get my overdraft paid up letter this morning (nope). The agent that answers (Because FNB doesn't have the decency to phone me on this matter to follow up) has no clue what is going on and wants to restart the process every time I call. Please guys I am asking you nicely to assist me as I am going to lose my dream home now as my time on the offer to purchase is expiring soon. All I needed was the paid up letters and after more than two weeks you don't care at all.
MP
Michael P's update02 Oct 2018, 14:29
Reviewer Update
Please can you advise what happened since I logged this complaint up until now? Now again I've been asked for a proof of payment???????? I've sent it so many times already? Please tell me what is going on?