Card verification

Subject: Formal Complaint: Urgent Resolution Required for Online Card Verification Failure & Inefficient Service – ***

To the FNB Complaints Resolution Department,

My name is Kayiwa W. Bonny. I am writing to file a formal complaint regarding a persistent and unresolved issue with my FNB card that prevents me from verifying it for any online payments.

Despite my repeated efforts to resolve this through the proper channels, I have been caught in a frustrating and inefficient loop between your branch, your call centre, and your ***** department. This has wasted a significant amount of my time and is impacting my ability to transact.

Here is a summary of the events:

The Problem: My FNB card cannot be verified for online payments, blocking all e-commerce and online service transactions.

Branch Visits: I have visited the FNB Northmead branch (Benoni) on three separate occasions to get this fixed.

Incorrect Redirection: At the branch, I was instructed to call the card verification number ***.

The Loop:

Calling *** led to a redirection to the FNB ***** Department.

The ***** Department assured me that everything was fine and the restriction was lifted.

I was then told to contact the FNB Business department, who informed me the card was still restricted.

The Business department then instructed me to contact the ***** Department again, restarting the entire failed process.

This endless cycle is unacceptable. Your internal departments are giving conflicting information and are failing to take ownership of the problem, leaving me, the customer, to do the work. This is not the level of service expected from a leading financial institution.

Desired Resolution:

I demand the following actions be taken immediately:

Ownership: A senior consultant or manager must take full ownership of this case.

Resolution: The root cause of the block must be identified and permanently resolved within 24 hours.

Communication: I expect a direct call from the person handling this case to confirm that my card is fully functional for online payments.

I have been provided the following reference details by a consultant named Melusi Mpshali: *** / ***.

I trust that you will escalate this matter with the urgency it deserves.

Sincerely, Kayiwa W. Bonny

Citizen We need to come together and start our community bank because these commercial banks are just take us for granted.

I'm starting a campaign of SA Community Bank (SACB)