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Anonymous M

1 reviews | Active since Jan 2026

26 Jan 2026, 18:20

Complaint 500gigs Fnb connect

Dear FNB Connect Complaints Team,

I am writing to formally raise a complaint regarding the Riversong Motive 5T Titanium contract I purchased, which was advertised as including 500GB of data every month.

At the time of purchase, the offer clearly stated “Get 500GB every month for 6 months”, as reflected in the attached screenshot of the promotional material displayed during the purchase process. Based on this representation, I proceeded with the contract in good faith.

However, upon activation, I was only allocated 10GB of data. When I contacted FNB Connect support, I was informed that the offer is not 500GB per month, but rather “up to 500GB per month.” This clarification was never clearly communicated at the point of sale and directly contradicts the wording shown in the attached adverti*****t.

I have since contacted FNB Connect multiple times via email and telephonic support. Although my query has reportedly been escalated on several occasions, more than a month has passed with no resolution, no written feedback, and no correction to my data allocation.

I am extremely disappointed with how this matter has been handled and consider this to be misleading and false advertising, which has caused unnecessary inconvenience and frustration.

I respectfully request: 1. Immediate correction of my data allocation in line with the advertised offer shown in the attached screenshot, or 2. A written explanation and appropriate resolution, including the option to cancel the contract without penalty should the offer not be honoured.

Please treat this matter as urgent. Should this issue remain unresolved, I will have no alternative but to escalate it through formal complaint channels.

I look forward to your prompt response.

0
Replies (4)
AM
Anonymous M's update27 Jan 2026, 08:33
Reviewer Update
image.jpeg 342.06 KBThis is the screenshot when purchasing the item…
AM
Anonymous M's update29 Jan 2026, 11:26
Reviewer Update
Complaint in Terms of the Consumer Protection Act (CPA)

Against: FNB Connect (First National Bank)

I hereby lodge a formal complaint against FNB Connect in terms of the Consumer Protection Act, relating to misleading advertising, misrepresentation, and failure to resolve a valid consumer complaint.

I entered into a contract for the Riversong Motive 5T Titanium device through the FNB Connect app. At the time of purchase, the promotion explicitly stated “Get 500GB every month for 6 months.” This representation was clearly displayed at checkout, and I have retained screenshots as evidence.

Based on this representation, I proceeded with the contract in good faith. However, after activation of the SIM, I was allocated only 10GB of data. Upon contacting FNB Connect support, I was informed that the offer is actually “up to 500GB per month.” This qualification was not clearly disclosed at the point of sale and directly contradicts the wording used in the promotion.

I have since contacted FNB Connect multiple times via their support channels. My complaint has been escalated repeatedly, and I have received calls acknowledging the issue. Despite this, more than one month has passed with no resolution, no correction to my data allocation, and no written explanation.

I submit that:

  • The advertising was misleading and deceptive, in contravention of Section 29 and Section 41 of the Consumer Protection Act.
  • FNB Connect failed to act with transparency and fairness.
  • I was induced into a contract based on a material representation that has not been honoured.
I am requesting the following relief:
  1. Enforcement of the advertised offer as presented at the time of sale, or
  2. Cancellation of the contract without any penalties, costs, or adverse consequences.
I respectfully request that the National Consumer Commission investigate this matter and assist in ensuring compliance with the Consumer Protection Act. Supporting evidence (screenshots of the adverti*****t and correspondence) is available and can be provided upon request
AM
Anonymous M's update30 Jan 2026, 11:14
Reviewer Update
Subject: Rejection of “Up To 500GB” Explanation – Offer Was Explicit

I do not accept FNB’s explanation that the offer was “up to 500GB” or conditional on a repayment above R749.

At the time of purchase, the FNB app explicitly stated:

“Get 500GB every month for 6 months.”

There was no “up to” wording, no qualifying repayment threshold displayed, and no reference to alternative allocations.

Under the Consumer Protection Act, advertising must be clear and not misleading. Consumers are entitled to rely on the exact wording presented at point of sale, not on conditions introduced after the agreement has been concluded.

If FNB intended the offer to be conditional on a minimum repayment amount, this should have been clearly disclosed before application, not communicated after the contract was signed.

I am therefore requesting:

  1. Immediate honouring of the 500GB monthly data for 6 months as advertised, or
  2. Written confirmation that FNB refuses to honour the advertised offer, so that I may proceed with escalation to the Consumer Commission, NCR, and HelloPeter with full supporting evidence.
Please treat this matter with the urgency it requires
AM
Anonymous M's update02 Feb 2026, 12:12
Reviewer Update

Good day,
Further to a call I received from the FNB Connect department, I was advised that FNB would honour the 500GB monthly data allocation and that the data would be loaded today (Monday).
As of now, no data has been received, and I have also not received the promised confirmation email.
Please confirm in writing today:

  1. That the 500GB data allocation will be honoured as discussed, and
  2. The exact date and time the data will be loaded


Kindly treat this as urgent, as I am now awaiting written confirmation of a verbal commitment made by FNB.
Reference - ***NF
Regards,