CREDIT CARD APPLICATION ***** INSIDE THE BANK

04 May 2020 – I made an application using my app for a credit card for R36 or R37 000 don’t even remember the exact figure

In that week I received a notification that my card was delivered at Woodland Branch in Pretoria since I requested it gets delivered there, I was still in Limpopo so the day I got back the 12 May 2020, I went to the bank.

12 May 2020 I went to the bank to collect the card and the consultant couldn’t find the card, she called your courier company and they didn’t have my card. The consultant at woodlands branch then advised that we do a new application since they couldn’t trace my card Which I did.

14 May 2020- I received a message that my card has been delivered at Woodlands Branch in Pretoria.

15 May 2020 – I went to the bank to collect my card and I was then presented with my card and we activated it but there was no money on both straight and budget. We called the credit card division and the consultant from the department said she will send an email to management to escalate the matter because she can’t assist me, and someone will call me and since it was a Friday they will call on Monday 18 May 2020.

18 May 2020- I didn’t get a call from FNB so I decided to use “my team of bankers” facility on my App and chatted to Trevor, I explained the entire story and he was unable to help me as well and referred me to the application department and left me a number to call.

19 May 2020 at 8:30 – I received an email from FNB , welcoming me to the world of FNB Credit card. (SEE ATTACHED)

19 May 2020 – I went to the Woodlands branch to enquire on the account balance since its still showing zero on both straight and budget. The consultant who assisted me at the bank said after accessing my profile that he can see the account on my profile and there is a message on it and he doesn’t understand it so lets call the credit card division which we did and the lady who assisted me over the phone said that the account has been deleted from my profile and I don’t have a credit card to my name which I then told her that I am in a possession of a gold credit card and she asked for the last four digits on the card which I gave her then she said that the credit card is active but not allocated to my name and it she then informed me that there is a new application been made to my name. I informed the lady that the account was appearing on my profile since last week Friday and when I came in to the bank as well. Since she couldn’t help she said she will put me through to the application department. The consultant who answered the phone accessed my profile and he also confirmed that there is a new application on my name then said he will escalate the matter, and someone will call me, or he will call me, I haven’t received a call and today 20 May 2020 hence this complaint email.

Two issues that I need FNB to look into and account to, and I need answers to the below. I hope someone will get back to me ASAP.

Deleting of an existing account - No one has the right to access my profile and delete my account without informing me as an account holder and that person needs to be found and be held accountable. New application - This is ***** because there is someone who decided to do a new application without my knowledge using my personal information , we have a POPI Act in South Africa and that person have violated that Act and that person needs to be found and be held accountable for this. My life has been put on hold because of the mess-up that the bank has done, and I have a family that is dependent on me to provide for them in this time that we are living now, and I can’t because someone at the bank decided to play God with my life for what reason I don’t know and it perplexes me.

I need to have access to the money that I app**** for within the next 24 hours on the account that is linked to the credit card that I have in my possession. I needed that money as in last week already, my life and that of my family has been put on hold because of this.

This is the second email that I am sending to the complaints department in less than 3 months this year complaining about different issues to FNB. The level of your service had deteriorated especially from a bank like FNB that is praised as the best business bank for 7 years in running and I am starting to question that.