Hellopeter
Share Your Experience
EM
Eugene M

1 reviews | Active since Apr 2017

28 Nov 2025, 13:12

Complaint Regarding Spousal Benefactor Arrangement and eBucks Rewards

I am writing to express my dissatisfaction regarding an unresolved issue related to my account and the spousal benefactor arrangement I agreed to when recruiting my wife from another bank. When my wife migrated to FNB, the condition was that her banking fees would be discounted under the “spousal benefactor” arrangement. This was done at your Silverton branch in Pretoria and confirmed on my banking profile under the Family tab, where her name appears and her fees have indeed been discounted. However, I recently discovered that I am not receiving eBucks rewards because, according to your system, I do not have a spousal account. This is extremely frustrating, as the agreement was clear from the start. I contacted your support team, but the experience was disappointing. It seems that resolving issues through telephonic or chat channels rarely yields results, and customers are forced to escalate via platforms like HelloPeter, which is inefficient and disheartening. Furthermore, I was informed by Mpho Rakgoale that my wife was never added to the “family container banner,” even though her pricing was updated for discounted fees. This inconsistency is unacceptable and undermines trust in FNB’s processes. I request the following actions:

Verify the date my wife signed up with FNB and confirm that she was meant to be added as a spousal benefactor to my account. Backdate any fees incorrectly billed to her due to this omission. Backdate any benefits I should have received for having her as a spouse on my account. Backdate my eBucks rewards from the date I was eligible for this benefit.

Lastly, it is disappointing that customers must go through so many hurdles to resolve issues. This experience does not align with the level of service FNB promises. I look forward to your urgent attention and resolution of this matter.

0
Replies (2)
EM
Eugene M's update17 Dec 2025, 15:41
Reviewer Update
I recruited my wife from another bank to FNB under the clear agreement that her banking fees would be waived as a spousal beneficiary on my account. This was done at branch level and confirmed on my profile.
Recently, I discovered I’m not receiving eBucks rewards because FNB claims I don’t have a spousal account—even though her fees are discounted and her name appears under my Family tab.
After multiple calls and chats that yielded no results, I was asked by an FNB rep (Tendu) to visit the branch. My expectation was that this error would be resolved remotely, but instead, I was called in for what felt like an argument. Only after authorizing access and being handed a laptop to speak to another department was I informed that eBucks declined responsibility to backdate benefits and that the matter would be escalated further.
Why couldn’t this escalation and feedback have been handled remotely? Why advertise “Earn up to 40% back in eBucks when your family banks with FNB” if technicalities later strip customers of benefits?
This experience is disappointing, inefficient, and not customer-centric. I expect FNB to:
  1. Verify when my wife signed up and confirm her spousal status.
  2. Backdate any missed benefits and eBucks rewards.
  3. Provide a clear resolution without further hoops.
FNB, this is not the level of service you promise.
EM
Eugene M's update03 Feb 2026, 22:43
Reviewer Update
Sadly it took an escalation to the ombudsman after an insult of an offer of R76.00 as “Gesture of goodwill” from FNB.
Ombudsman ruled in my favour - FNB had to backdate the eBucks rewards from November 2024.

Dog eat dog world out there!
These are institutions we trust with our finances and being led on that they have your interests at heart.