Credit Card FAIL logistics

Hi all, Just sharing my experience regarding a new credit card. My old platinum credit card expired in October 2018. FNB had automatically ordered a new card in September 2018. I was never informed about the new cards logistics arrangements. Where to collect or where the couriers will deliver it. I reached out to FNB Premier ********** on 29 November 2018 to find out.

1 December 2018 response: Good day Mr. ******

Thank you for your communication.

Kindly note that there was a card ordered in September, however the couriers were unable to get hold of you. I have sent a request to the couriers for them to make contact with you regarding delivery.

My response: Hi Craig,

I know its not your fault, but this is my complaint:

The couriers didn't send any email, nor contacted me on my updated number +852 ***XX which FNB has contacted me on several times. This is rather disappointing. Why after 3 months has FNB not followed up? What's the point of FNB Premier?

Please ask them to email me on ********** as this would be best.

Kind regards

***XX

Then no response for 2 weeks. My 14 December 2018 email:

Hi Premier Suite,

Another 2 weeks has gone by since my last email. This process started in September.

Do you suggest I downgrade my checking account, close my credit card and move my 2 mortgages to SA Homeloans etc...? Not sure why I am paying the extra fees if nobody responds. Then also convince my brother to do the same?

Welcome to call me on +852 ***XX to avert this. I will arrive back in South Africa in 10 days and initiate this process if I get no response.

My last credit card issue took nearly 3 months to resolve and I was overcharged with the shipping fees to Hong Kong, so clearly I'm not happy.

Kind regards,

****** 18 December 2018 Response: Good day Mr. Fourie,

Thank you for your communications.

I do apologize for the inconvenience caused, I did send your request with contact details to the Credit card department on the 1st of December and I am sadden to hear that no feedback has been provided. I have now send this to the Complaints team for Credit card for urgent assistance.

For further enquires please feel free to contact us on the details below.

Regards, Craig Lang | Premier Banker | FNB Premier

19 December 2018 Response: Good day MR ***XX

We hereby acknowledge receipt of your Complaint. We are currently working on a resolution and will respond to you shortly.

Regards, Sinnobia Kay FNB - PCB Operations

19 December 2018 Response: Good day MR ***X

Kindly be advised as per the courier system your credit card has been scheduled for delivery on the 20/12/2018.

Please advise if contact was made with you regarding the delivery of your card.

Kind regards Sinnobia Kay PCB Operations

My 19 December 2018 Response:

Hi Sinnobia,

Yes, finally contact was made yesterday. Unfortunately it had to resort to this.

Kind regards,

***XX

I'm home in Cape Town from Hong Kong to collect the card at Tyger Valley. Waited around 40min in the queue at FNB on I think it was 28 December. I successfully have the credit card. The ATM queue was too long so I did not immediately activate the card. On 7 January before I set off to Hong Kong I go to activate the card in an FNB ATM in Durbanville. The receipt pops out stating the card has been cancelled.

9 January 2018 **********

Good morning Sinnobia,

I have collected my card at the Tygervalley Branch but I am unable to activate the card as per instructions that came with the card. Please see below: FNB BANKING WEBPAGE

As you can see in the "Status" section, it does not give me the "Activate Now" option.

Note that I am now in Hong Kong and can only be contacted on the number below. This is just adding to the already frustrating 3 months it's taken to get the card from FNB.

Kind regards, ***X

11 January 2018 Hi FNB **********

I have received no response from the special operations division.

I now also wish from my credit card bank fees to be reimbursed for the months September 2018 to January 2019 (inclusive) due to poor service and not being able to use the card.

You are welcome to look into the previous emails regarding this matter, this will help you to understand my frustration.

Kind regards,

***X 11 January from ********** Good day Good day Mr ***XX

Thank you for writing to us. We acknowledge receipt of your enquiry. I have called and left a voice message on your cell (079******).

Please contact ( ********** 919 to resolve your enquiry.

Kind regards Jeffrey M

FNB Credit Card | Retail Banking 30 Diagonal Street, FNB Place, Johannesburg,2001

Mr response 11 January: I Jeffrey,

I no long use the number you called on. Please contact me on the number below. I live in Hong Kong.

Kind regards,

***X Contact Number Situation now: Jeffrey doesn't call the number I provide him or email back to comment. I call him from Hong Kong after about 40min. He says my card has been cancelled. He asks me to wait on the line. After about 7min the call drops.

I called Jeffrey back. He said not to worry, he will call me back on the cellphone number i provided.... Still waiting.

Notes we can take from this: -FNB did not complete communication regarding the successful logistics of a new card. -FNB is too cheap to call an international number. (This also happened when I was dealing with FNB FOREX). -My issue has still not been resolved. Apprently only I can collect a credit card, which is good security I guess. Couriering it to Hong Kong by FNB cost me R1400 when my previous card was ****** and verified by FNB to be ****** after saying it will cost R400.