LM
Lachlan M
1 reviews | Active since Apr 2009
17 Nov 2023, 18:13
Customer service nightmare using official channels
I reported *****ulent transactions on my account on Monday as they happened and cancelled my card through the app as advised, the ***** call centre continues to say it is experiencing a high volume of calls throughout the week and you can't get to speak to an agent. The switchboard hold message advises you to use the secure chat in the FNB app, but the agents reply saying call the call centre to get a reference number. Its been 5 days of sitting with an emptied bank account and no clear sign of help.
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Lachlan M's updateReviewer Update
01 Dec 2023, 08:01A follow up to this.
On day 8 I got through to an agent that advised me to resubmit the case/open a new case telephonically as there was no reference for a case when the transactions were reported and card cancelled via the FNB app. Upon doing this telephonically, I received a case number and 3/4 days later the missing funds were reversed back into my account.
The telephonic case reporting system works and is efficient, once I was directed to open a new case on the phone, however the app reporting needs to be looked at. Without receiving a reference number when reporting via the app, there is no real way to follow up, which causes significant and unnecessary stress.
On day 8 I got through to an agent that advised me to resubmit the case/open a new case telephonically as there was no reference for a case when the transactions were reported and card cancelled via the FNB app. Upon doing this telephonically, I received a case number and 3/4 days later the missing funds were reversed back into my account.
The telephonic case reporting system works and is efficient, once I was directed to open a new case on the phone, however the app reporting needs to be looked at. Without receiving a reference number when reporting via the app, there is no real way to follow up, which causes significant and unnecessary stress.
LM
Lachlan M's update01 Dec 2023, 08:01
Reviewer Update
A follow up to this.
On day 8 I got through to an agent that advised me to resubmit the case/open a new case telephonically as there was no reference for a case when the transactions were reported and card cancelled via the FNB app. Upon doing this telephonically, I received a case number and 3/4 days later the missing funds were reversed back into my account.
The telephonic case reporting system works and is efficient, once I was directed to open a new case on the phone, however the app reporting needs to be looked at. Without receiving a reference number when reporting via the app, there is no real way to follow up, which causes significant and unnecessary stress.
On day 8 I got through to an agent that advised me to resubmit the case/open a new case telephonically as there was no reference for a case when the transactions were reported and card cancelled via the FNB app. Upon doing this telephonically, I received a case number and 3/4 days later the missing funds were reversed back into my account.
The telephonic case reporting system works and is efficient, once I was directed to open a new case on the phone, however the app reporting needs to be looked at. Without receiving a reference number when reporting via the app, there is no real way to follow up, which causes significant and unnecessary stress.