1 reviews | Active since Jul 2014
Customers can't buy my products because of FNB incompetence
<p>I submitted an application to FNB merchant services to set up a merchant account so customers could buy products online. 9 phone calls, countless emails and weeks later, what is suppose to take 2 business days, has turned into a nightmare of epic proportions. First FNB staff can't read emails, so i have to painstakingly explain to an FNB staff member over the phone at my own expense, walking them through the application process as they don't seem to understand their own process. Then I get a call from their Durban call centre who don't understand why a Joburg based business application has been sent to them and not to the Joburg centre. Then it's again silence from FNB, so i have to hound their Merchant Services team to get hold of a supervisor, only to find no one knows what's going on with my application, but the supervisor promises to get back to me in 48 hours. Suprise suprise ladies and gentlemen, 48 hours has come and gone and FNB haven't been in touch. Taking my business to FNB was one of the worst mistakes i've ever made. </p>
Good Day
Thank you for taking my call earlier,please accept our apologies for the disappointing experience and the unnecessary concern caused. we're already liaising with our relevant departments to get this sorted out ASAP and will be in touch as soon as the necessary investigations have been done.
The reference for your complaint 993434.
Kind regards
Complaints Resolution
Daffnie Govender
Email address: **********
Tel number: ********** 404 (option one)
Good Day
Thank you for taking my call earlier,please accept our apologies for the disappointing experience and the unnecessary concern caused. we're already liaising with our relevant departments to get this sorted out ASAP and will be in touch as soon as the necessary investigations have been done.
The reference for your complaint 993434.
Kind regards
Complaints Resolution
Daffnie Govender
Email address: **********
Tel number: ********** 404 (option one)
So firstly, the initial phone call i got was not an apology. It was a person who was grumpy I had laid a complaint in the first instance and had asked whether I had received a call from a consult. I had not. An hour later I got a phone call from a consult, who miraculously apologised (first apology from FNB in 2 weeks for gross incompetence) and this person wanted to help me but want to clarify my address, apparently FNB is confused which address is our business address, our physical address or PO box, pretty awkward conversation explaining a person can't run a business from a PO Box. Finally, and for those of you counting at home this is phone call number 11, i'm told by the consultant I will expect a phone call today. Guess what ladies and gentleman, once again no phone call. Another broken promise from FNB. Oh and when i asked why they had stuffed up so royally with our application, the consultant to offer no explanation, so FNB is not inspiring confidence what so ever. Oh and the only other call i got from FNB this week was trying to sell me one of their sim cards!?!? Get your bank in order before harassing me about sim cards, which judging from a quick read of hello Peter are an absolute disaster.
So firstly, the initial phone call i got was not an apology. It was a person who was grumpy I had laid a complaint in the first instance and had asked whether I had received a call from a consult. I had not. An hour later I got a phone call from a consult, who miraculously apologised (first apology from FNB in 2 weeks for gross incompetence) and this person wanted to help me but want to clarify my address, apparently FNB is confused which address is our business address, our physical address or PO box, pretty awkward conversation explaining a person can't run a business from a PO Box. Finally, and for those of you counting at home this is phone call number 11, i'm told by the consultant I will expect a phone call today. Guess what ladies and gentleman, once again no phone call. Another broken promise from FNB. Oh and when i asked why they had stuffed up so royally with our application, the consultant to offer no explanation, so FNB is not inspiring confidence what so ever. Oh and the only other call i got from FNB this week was trying to sell me one of their sim cards!?!? Get your bank in order before harassing me about sim cards, which judging from a quick read of hello Peter are an absolute disaster.
Good Day
Thank you for taking the time to express your concerns and please accept our apologies for any inconvenience caused. Kindly be advised that your comments have been escalated once again to the relevant manager to address and will be making contact with you shortly.
Regards
Complaints Resolution
Daffnie Govender
Email address: **********
Tel number: 087 ********** (option one)
Good Day
Thank you for taking the time to express your concerns and please accept our apologies for any inconvenience caused. Kindly be advised that your comments have been escalated once again to the relevant manager to address and will be making contact with you shortly.
Regards
Complaints Resolution
Daffnie Govender
Email address: **********
Tel number: 087 ********** (option one)
Appreciate the response Daffnie, but so you now, I still haven't received a call from FNB despite promises. How long is this going to take to resolve, would it be faster for us to go with another bank because this is ridiculous!
Appreciate the response Daffnie, but so you now, I still haven't received a call from FNB despite promises. How long is this going to take to resolve, would it be faster for us to go with another bank because this is ridiculous!
I wish hello peter had a zero star score. Now 2 weeks later after the painful process of trying to get our ecommerce account set up and an FNB person coming to our offices, we were told they would process our documents and send to mastercard for final verification. It's been 2 weeks and no word. When we emailed FNB today for a status update we were told our application was still in the data capture phase!! Unbelievable. Oh and we asked for FNB to look into why this whole process has been so terrible, the consultant said they didn't know but would get back to us, they never did. FNB slogan, how can we help is a practical joke
I wish hello peter had a zero star score. Now 2 weeks later after the painful process of trying to get our ecommerce account set up and an FNB person coming to our offices, we were told they would process our documents and send to mastercard for final verification. It's been 2 weeks and no word. When we emailed FNB today for a status update we were told our application was still in the data capture phase!! Unbelievable. Oh and we asked for FNB to look into why this whole process has been so terrible, the consultant said they didn't know but would get back to us, they never did. FNB slogan, how can we help is a practical joke