1 reviews | Active since Mar 2009
Chaotic SMS and email Communications
<p>FNB is losing its good reputation fast. I had some issues with reversing a debit in Nov and as a result received the most confusing and conflicting set of SMSes from FNB. I followed up and eventually got someone to understand how poorly their processes were. They promised to look into it and get back to me.<br />Well - in the past I would have expected to receive a response but these days FNB has lost control of it customer communications.<br />Instead of fixing the matter, FNB has compounded the issue by continuing to irritate me with daily SMSes telling me how I can stop debit orders and saying that my debit order was stopped. There is NO indication which debit order they say they are stopping. I have NOT asked for any further debit orders to be stopped so what are they stopping. I have communicated this through their online messaging and via direct emails but they do not respond. <br />Where I have received a response, it is obvious that the respondent has not read my message and has wasted FNB's and my time by telling me the obvious and what knew anyway. <br />Crazy!</p>
Good day,
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***
Regards
Complaints Resolution
Melinda Duvenhage
Email address: ***
Tel number: *** (option one)
Good day,
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***
Regards
Complaints Resolution
Melinda Duvenhage
Email address: ***
Tel number: *** (option one)
Even though I received a call from Keelyn saying that this issue will receive attention over the next few weeks, I continue to receive multiple SMSes saying a long-cancelled debit order was stopped, and another SMS telling me how I can stop a debit order (as if the foregoing email doesn't show that I know how to do this already). Then 2 SMSes announcing that 2 debit orders have been stopped but on 15 November!!! Rather late isn't it!!! And then 3 SMSes advertsing offs**** investment, wanting me to open a share account and then announcing that the JSE closes. FNB - get off my case and STOP bugging me! If you cannot manage your SMSes , can I trust your messed up systems to look after my money?
Even though I received a call from Keelyn saying that this issue will receive attention over the next few weeks, I continue to receive multiple SMSes saying a long-cancelled debit order was stopped, and another SMS telling me how I can stop a debit order (as if the foregoing email doesn't show that I know how to do this already). Then 2 SMSes announcing that 2 debit orders have been stopped but on 15 November!!! Rather late isn't it!!! And then 3 SMSes advertsing offs**** investment, wanting me to open a share account and then announcing that the JSE closes. FNB - get off my case and STOP bugging me! If you cannot manage your SMSes , can I trust your messed up systems to look after my money?
Just to let everyone know, I have just received ANOTHER 2 SMSes. Same old advice about how to stop debit orders and saying you have stopped a debit order, which you continue NOT to specify the debit order, and as I continue to tell you, there is no debit order needing to be cancelled. !!!!!!!!!!!!
Just to let everyone know, I have just received ANOTHER 2 SMSes. Same old advice about how to stop debit orders and saying you have stopped a debit order, which you continue NOT to specify the debit order, and as I continue to tell you, there is no debit order needing to be cancelled. !!!!!!!!!!!!
Keelyn promised should would respond after festive season but seems she must have resigned because she does not respond to any emails!!!! Please keep your case number *** alive.
Keelyn promised should would respond after festive season but seems she must have resigned because she does not respond to any emails!!!! Please keep your case number *** alive.
I have now received a response from Keelyn, but it was so missing the point that my reply to her deserves to be seen by a wider audience.
"This is totally missing the point. I was receiving SMSes almost every day for a while, there were fees being deducted and refunded to my account. There is no way that I was disputing debit orders as regularly as this. I did so early in November once or perhaps twice but these SMSes continued to come through until nearly Xmas. They seem to have stopped now and the balance of R50 debits and refunds appears to be zero. You have NOT addressed this at all.
I have got nowhere with this issue. I raised the issue of receiving debit warning SMSes without ANY instruction of what to do about it and raised this with other consultants too who promised they would escalate a valid problem in long SMSes being truncated. Despite trying to keep the issues alive, you and FNB have simply glossed over the issues and ducked and dived giving a meaningful response. What is the point of a customer pointing out where you have problems in your system and you ignore the customer?
The thing that makes me MAD is that you guys NEVER phone a client to discuss the matter. You think you can understand everything simply from the email.
I used to really enjoy banking with FNB when I moved over to you guys but increasingly I simply suffer your incompetence.
I really think you guys simply couldn't care."
I have now received a response from Keelyn, but it was so missing the point that my reply to her deserves to be seen by a wider audience.
"This is totally missing the point. I was receiving SMSes almost every day for a while, there were fees being deducted and refunded to my account. There is no way that I was disputing debit orders as regularly as this. I did so early in November once or perhaps twice but these SMSes continued to come through until nearly Xmas. They seem to have stopped now and the balance of R50 debits and refunds appears to be zero. You have NOT addressed this at all.
I have got nowhere with this issue. I raised the issue of receiving debit warning SMSes without ANY instruction of what to do about it and raised this with other consultants too who promised they would escalate a valid problem in long SMSes being truncated. Despite trying to keep the issues alive, you and FNB have simply glossed over the issues and ducked and dived giving a meaningful response. What is the point of a customer pointing out where you have problems in your system and you ignore the customer?
The thing that makes me MAD is that you guys NEVER phone a client to discuss the matter. You think you can understand everything simply from the email.
I used to really enjoy banking with FNB when I moved over to you guys but increasingly I simply suffer your incompetence.
I really think you guys simply couldn't care."