1 reviews | Active since Jun 2017
COVID19 Payment Reflief NIGHTMARE!
I want to share this review in the hopes that I will get some sort of assistance from FNB I have to say that since now I have had no issues with FNB and I am simply taken back by the level of incompetence! I was affected by the COVID19 Pandemic like many have and I was fortunate enough to qualify for the COVID19 Payment Relief. I initiated the process on my FNB banking app and received confirmation that my application had been granted.
I accepted the contract on the Banking App and since then I tracked the progress of my application using the Secure Chat platform. Each time I spoke with a consultant I was reassured that my application would take effect from May 2020 and I was explicitly told that my debit orders would not be taken off this month. What's worse is that each time I would track my application I would stay on stage 5 of the process (Contract accepted - awaiting account opening). This has been the same for almost 2 weeks with no progress. Unfortunately today I woke up to all my FNB debits being taken off and no acknowledgement from FNB on why this is the case. Instead when I spoke to THREE different consultants just this morning I was told THREE different things.
I finally called the call centre and I was advised that the reason for the delay is due to a backlog and I am now expected to wait 48 hours until FNB can tell me what is the status of my application. To make matters worse, I have been told that there is no guarantee that the debit orders that went off today will be reversed. All contrary to the information I have been given.
What's worse is I have been misled to believe that I would have some sort of financial security from a bank I have literally spent years with. I have never missed a payment, I have never caused any problems until now.
The one time I need my bank to give me some peace of mind I am left chasing feedback like a lunatic and I am left with a dent in my pocket.
An organisation that has insisted that they are helping their clients during this time of financial uncer*****y. An organisation that has created an impression of being socially responsible has let me down.
I need someone at FNB to do some serious damage control and to recover the MULTIPLE SERVICE FAILURES your staff has caused.
I am appalled by the service I have received even after posting this review.
I was contacted by a CRM who literally called me just to tell me the same thing every other person has already told me - “the matter has been escalated” and yet the matter is not resolved yet!
Just yesterday I was told the reason for the delay was a system issue that the CRM herself could not explain so all this other time I have been **** to because I was told that the issue was due to a backlog.
To make matters WORSE I am now completely stranded having to chase feedback like I am a lunatic because FNB have no sense of urgency whatsoever.
I am completely stranded financially - I was misinformed and told that my May debit orders would not be taken off and made to believe that my application was sorted.
I followed up MULTIPLE TIMES and not one person told me about a backlog or about system issues.
As expected these big corporations talk a big game about being the leaders in helping South Africans during the covid19 pandemic but its all for show! FNB does not care about its clients. Clearly I am just a number because after all these years they have done nothing but show me that I am not valued.
This is unacceptable! And naturally after posting this I’ll get an influx of SMSs and phone calls just to be told the same thing!
I no longer want to speak with a consultant I want a MANAGER to call me and resolve this today
I am appalled by the service I have received even after posting this review.
I was contacted by a CRM who literally called me just to tell me the same thing every other person has already told me - “the matter has been escalated” and yet the matter is not resolved yet!
Just yesterday I was told the reason for the delay was a system issue that the CRM herself could not explain so all this other time I have been **** to because I was told that the issue was due to a backlog.
To make matters WORSE I am now completely stranded having to chase feedback like I am a lunatic because FNB have no sense of urgency whatsoever.
I am completely stranded financially - I was misinformed and told that my May debit orders would not be taken off and made to believe that my application was sorted.
I followed up MULTIPLE TIMES and not one person told me about a backlog or about system issues.
As expected these big corporations talk a big game about being the leaders in helping South Africans during the covid19 pandemic but its all for show! FNB does not care about its clients. Clearly I am just a number because after all these years they have done nothing but show me that I am not valued.
This is unacceptable! And naturally after posting this I’ll get an influx of SMSs and phone calls just to be told the same thing!
I no longer want to speak with a consultant I want a MANAGER to call me and resolve this today