Complaint - FNB Connect

Reference Number: CAS172-739 – Client Name: Camilla Edwardes

To whom it may concern

I write to express my disappointment with the service rendered by FNB Connect with regards to obtaining my ITC reference number. I am unable to proceed with my insurance claim as the reference number remains outstanding.

I initially spoke with Nkosi on 28/02/2019 with regards to obtaining an ITC reference number. I followed up with Tebogo on 01/03/2019 to inquire about the status of the outstanding ITC reference number. I was told that I would receive the ITC reference number by close of business Friday 01/03/2019.

I followed up again on Monday, 04/03/2019 and spoke with Neo who told me that the matter had only been escalated on Sunday 03/03/2019 and that I should give it another day. I followed up on 04/03/2019 and spoke with Thuli she had told me that the matter has still not been resolved and this is when I demanded to speak with a supervisor. Thuli placed me on hold for 27 minutes only to advise that there is no supervisor on the floor. I terminated the call and tried for a second time. After 22 minutes on hold I eventually spoke with Remencia and she promised to contact me before 16h30 today with the ITC reference number. I gave her my cell phone as well as office landline contact numbers.

I have taken out a contract with FNB connect for the tablet which my son makes use of for school and this is the service I received. To say that I am extremely unhappy with the way in which this manner has been handled in putting in mildly.

I expect someone from your office to contact me today still. My contact number is ********** .

Kind regards

Camilla Edwardes