CARD SWALLOWING FAULTY ATM - NEW CARD CHARGE INCURRED!!

Client should not be charged for a new card, should an ATM swallow their card and then the machine immediately says 'OUT OF SERVICE'.....

I went to withdraw money at an ATM in Bedford Centre on the 4th November between 17:25 - 17:30pm, the ATM MACHINE in question is opposite the Mr Price home store in Bedford Centre. So I rushed to the FNB branch in the shopping centre, as there were still staff inside the branch. I spoke to one lady who tried to explain through the glass that they cannot help me and that the people who deal with the ATM machine knock off at either 4pm or 4:30pm. Which is not helpful at all as there should be people on standby. I had already tried to call the call centre number which was experiencing a high caller volume, I had disconnected this call to speak to the lady.

Second time i called, same problem - high call volumes, i was put on hold. My mother managed to speak to I think her name was Charmaine, which i disconnect the call for a second time. Charmaine explained that I need to cancel the card and gave me the number which i dialled on the card, in which case I had someone standing by the 'OUT OF SERVICE' ATM machine to ensure that my card did not pop out at anytime. She then said i would need to come back in the morning and get a new replacement card and that they only open at 9am.

Card was eventually cancelled at 17:17:52:01 after i finally got through to a consultant and then i received two messages after that phone call stating that my Debit card ending with **** had been cancelled 4th Nov @ 17:49 (this message should have come through before i called the lost and ****** card line not after - since i could not get through to a consultant on the *** number due to call volumes !!

I went back to FNB Bedford Centre on the 5th November to get a new card because of an ATM that 'SWALLOWED' my debit card and THEN WENT 'OUT OF SERVICE' - The card in question was not ****** or lost but swallowed due to an ATM of yours. Now today I dial the InContact number to check my balance on my old Nokia C3 and there is a charge on the 6th Novermber that just states CARD R110.00.... Keeping in mind that my card was SWALLOWED by YOUR ATM, if i am being charged for a replacement card due to a faulty ATM of yours - I SHOULD NOT BE CHARGED AS I WAS NOT NEGLIGENT AND DID NOT LOSE MY CARD NOR WAS MY CARD ******. At no point while i was talking to the consultant, who was issuing me with the new replacement card was I told that I would be Charged for the new card... even though i explained to her as well as a manager who was sitting behind her that an ATM of FNB's had swallowed my card the evening before opposite Mr price home.

They apologised and then began capturing the information onto the system, still nothing was mention regarding a charge against my account for the issuing of the new card. I have 2 witnesses who were with me when the ATM swallowed my card, so I did not lie and say that it was lost or ******. I only called the number by the ATM to cancel the card immediately.

This charge needs to be REVERSED, due to a faulty FNB ATM and no fault of my own when the machine gave no indication or warning that it was going to swallow my card and then go 'OUT OF SERVICE' any time soon. If this was the case then the machine should not have swallowed my card, but ejected it first, before it went 'OUT OF SERVICE'.

I contacted Customer services to query this charge, and was told by Elton, that i would need to go to the branch I received a replacement card and speak to a manager and get the charge reversed. I finish work at 5pm and that is the time your branch is closed... I took time out on the 5th and sat at the branch for 1hour 05mins because I needed the replacement card to pay bills. There were only 2 consultants and the queue was getting longer as every minute passed, I was made aware of the delay and lack of staff, so I said it was fine. Finally the new replacement card was issued to me at 9:57:44, after the consultant tried to get me to sign up for an ebucks card. Which i declined and explained the situation and that I was not interested.

The point is that the Charge that has been deducted from my account, no sms received to state that i had a deduction, needs to be reversed due to a FAULTY, DELAYED CARD SWALLOWING FNB OUT OF SERVICE ATM!

Thank you Samantha