Hellopeter
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Katja S

1 reviews | Active since Feb 2011

18 Dec 2017, 22:32

Credit card account blocked by FNB

It is my second terrible experience with FNB this year. I am a permanent resident of South Africa and have a business in the country too. Both, private and personal accounts are with FNB.

Currently I have no major issues with my business account - even though I miss having a dedicated banker who I can contact easily and who feels responsible for their clients. Apparently that is supposed to be Anne-Marie Matthee. But she only steps in when pushed more than once and one feels zero dedication from her.

In the past, the business bank managers were also so kind as to assist on matter with my personal account. She separates this strictly - despite her knowing that I am overseas and having to make calls to FNB is costly. In a recent hick-up and back and forth via email she was copied in all the time and did not once step in - over a few weeks. Her unwillingness to do anything led to FNB locking my FNB credit card account (despite a positive balance of around ZAR 3000 on there).

Why did they lock my account? I honestly do not know. I have not permanently lived in South Africa since 2012, but that was never an issue to FNB - my accounts (private and business kept running). But now they asked me to fill in a form to keep having access to my money whilst I am abroad and to give them the details of a next of kin in RSA (which I do not have). The email also kept stating that if I take up citizenship in another country I have to inform them. Matter of a fact is: I am only a permanent resident in South Africa and of course I am a citizen of my own country - but that has always been the case.

FNB was unable to make a case why I have to fill in a form, unable to realise the difference between citizenship and permanent residence and Mrs Matthee just observed and did not care and now they clocked my account saying that I can always call them (from overseas!!!) which I did but was then told I should rather email them again as they cannot help!

I have then emailed Mrs Matthee again and she stated "As this card is in your personal capacity, I have yet again referred this to the area manager of credit card to clarify the matter.". She did not get me in touch with someone directly, she did not do anything or weeks to solve this. It is the first time that the person dealing with my business account is unwilling to help with smaller details on the personal account.

What a disgrace!!

0
Replies (11)
FNB (First National Bank)
FNB (First National Bank)'s reply19 Dec 2017, 08:30
Official

Good Day,

I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.

Your complaint has been referred to the relevant department for investigation and resolution. I have requested that they provide feedback.

Complaint reference number ***NF was issued for your complaint.

Regards,

Hello Peter Complaints

Naomi Petersen

*** (option one)

KS
Katja S's update19 Dec 2017, 10:41
Reviewer Update
Unbelievable. Now FNB called and the guy had no clue what the problem was. He made no effort to read the complaint. And then he said: so you app**** for a card in 2011 and I understand you never received your card.......! Is anything in my complaint above saying that???
KS
Katja S's update19 Dec 2017, 13:56
Reviewer Update
You are not addressing my complaint......
KS
Katja S's update21 Dec 2017, 11:58
Reviewer Update
Still no solution! The gentleman communicating with me (Loseph) is unable to address my question. The form asks to state my next of kin in South Africa. I asked now already three times: "I do not have a next of kin. Please advise". He keeps ignoring the question and keeps saying I have to fill in the form. Does that mean I am not allowed to access my money whilst abroad because I do not have a next of kin anymore?? FNB has also not addressed my complaint re Anne-Marie Matthee to date.
FNB (First National Bank)
FNB (First National Bank)'s reply21 Dec 2017, 12:57
Official

Good day kate1976,

Thank you for your posting.

I have escalated your comments to FNB Credit Card requesting that they should provide an alternate solution to the problem.

Your complaint regarding the business banker had also been sent to a manager to investigate and provide feedback regarding the service failure you had received.

We await feedback from both business units.

I do apologise for the frustration caused.

Regards,

Hello Peter Complaints Team

Naomi Petersen

*** (option one )

KS
Katja S's update21 Dec 2017, 12:59
Reviewer Update
I will wait if the next few days will present someone from FNB that can solve this!
KS
Katja S's update22 Dec 2017, 12:35
Reviewer Update
Update: I was asked now probably the third time why I am not in South Africa.... I keep answering it but I feel interrogated. And no one addresses the complaint re Anne-Marie Matthee. She is supposed to be my business banker and is staying out of this completely???? I have lived in South Africa for 12 years!! I still own a business, pay tax, earn a living in South Africa…..Last time I was in South Africa was March 2017….. I intend to come back in February again for some time - no idea how long as I have to be in Germany for health reasons right now. Last time I was interrogated so much was when I grew up in a surveillance state. Why I am in Germany is NONE OF YOUR BUSINESS.
KS
Katja S's update22 Dec 2017, 12:51
Reviewer Update
Naomi, now I spoke to you and you asked me to hold. I still tried to tell you that I cannot hold any longer but you did not wait for me to get my words out. These are VERY expensive calls I am making to South Africa, you should have had at least the patience to wait less than a second for my response....
FNB (First National Bank)
FNB (First National Bank)'s reply22 Dec 2017, 13:08
Official

Good day Katja,

I do apologise and is sorry that I did not wait for a response, I wanted t transfer you to a manager at the Credit Card desk in order for them to speak to you and to hear how they inconveniencing you and to hear the frustration in your voice.

I have escalated your complaint again and advised them that this is an urgent matter.

Please accept my apologies.

Regards,

Hello Peter Complaints Team

Naomi Petersen

*** (option one )

KS
Katja S's update02 Jan 2018, 18:34
Reviewer Update
Dear Naomi, since 22 December I have not received a message, an email nor a phone call from FNB. Is my complaint still being investigated??
KS
Katja S's update12 Jan 2018, 16:51
Reviewer Update
Dear Naomi, still nothing. I had three missed calls - when I called back no one knew who tried to call. I received NO (zero) email, even though this is my preferred method of contact. Today I received a link to a survey to evaluate the "service" I have been receiving from FNB. The survey asked me if ... (name of person I forgot and never heard of) is my business manager? It is a name I never heard of. The following are still outstanding: - My complain regarding Anne-Marie Matthee - who is the business manager of my branch. - My complain regarding my card being blocked - which I need access to. Note: this has been going on for full 25 days!