1 reviews | Active since May 2016
Digital Disregard for Human Account Holders
<p>I hold both personal and business accounts with FNB. In the past, when service went bad, we knew we could coax a response via Facebook. No longer is that an option: the visitors post option was conveniently removed.</p> <p> </p> <p>With everything FNB does to try to sell the idea that they want to help us, it is probably my own fault that I have sent emails to every support function I can still access, and even tried to raise a response via the APP comment section and app support mail and ten days later I have not had any response. Going to a branch, I need to collect my number and wait it out in the queue- difficult if you run a business and can't sit in a queue for 2 hours.</p> <p> </p> <p>If I call, I foot the bill on an 087 number that can not guarantee me any real assistance in real time.</p> <p> </p> <p>Having a rather modern device, that exceed basic specs for devices using the banking app, I suspect I am just ahead of the cutting edge tech FNB claims to champion wrt banking.</p> <p> </p> <p>So, I receive inContact messages whenever they deem it convenient to keep me informed of account activity in real time, and as for the approve/decline function - well that just isn't happening so unless I make those payments that require OTPs from within the APP, I cannot pay anyone as I have no way of receiving those approve/declined screens. My device operates on Android 6, and it is my understanding that it is quite a bit above the minimum required specs.</p> <p> </p> <p>So, paying the fees associated with business and personal banking, FNB went Digitally Arrogant on me and I can not get a response from anyone, anywhere, and I assume I will still be billed my usual service rates on the digitally due dates.</p> <p> </p> <p>You effectively rendered my digital banking options crippled and defunct and nobody is responding to any kind of request for assistance in this regard.</p> <p> </p> <p>Changing banks is extremely inconvenient, but you are forcing my hand - and judging from comments to your own posts on Facebook (since we cannot post anything anymore) that nobody at FNB replies to anymore, it is clear there is widespread failure to address concerns with MANY, MANY clients.</p> <p> </p> <p>You went Digital and sent Customer Care home on notice to only return if shareholders in FirstRand is alarmed by stunted growth, or God forbid a sudden decline in operating profits.</p> <p> </p> <p>Assuming by some miracle this is responded to by a real human being, would you be kind enough to indicate where exactly in South Africa we can find someone to listen to queries, perhaps comprehend the challenges we face as a consequence of your Digital game of hide and seek, and that may be able to assist in resolving these glitches that ordinarily should have been ironed out during Beta Testing stages.</p>
Good Day
I have logged a formal complaint on your behalf. Please accept our apologies for the disappointing experience and the unnecessary concern caused. We are already liaising with the relevant department to get a resolution and have this sorted out ASAP. We will be in touch as soon as the necessary investigations have been done.
Your reference number is ***
Kind regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Good Day
I have logged a formal complaint on your behalf. Please accept our apologies for the disappointing experience and the unnecessary concern caused. We are already liaising with the relevant department to get a resolution and have this sorted out ASAP. We will be in touch as soon as the necessary investigations have been done.
Your reference number is ***
Kind regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Good day,
This very unfortunate situation was addressed and I will convert the support received to a good rating. However, it needs to be said that this entire process could have been avoided with a basic Q&A section posted somewhere on the site that would have assisted in troubleshooting the problem and to resolve the issue without having to make a fuss about it.
The support I received from Kim Mitchell was clear, professional, and immediately identified the issue that I was able to correct from the online banking platform.
Linking devices, and delinking ones no longer in use, is a function that is not highlighted sufficiently so that users would know where to link/delink devices, and to verify new linked devices. The assumption is that after you enter your online username, card number and your pin number that the device is linked and having access to using it implies that it is verified.
In the early stages of the roll-out of the App, we would be prompted to verify new devices with an on-screen message when you logged into banking. At some point that stopped, and devices continued to function whenever we changed devices. Perhaps the need to verify devices could be communicated with a quick pop-up message, or a text via inContact so that users will know that this is now a required function to have a fully functional app on your device.
I believe the support I received today is what is intended to be available to clients and I am adjusting the rating based on the belief that the intended service delivery (that failed for various reasons) would have been able to resolve the issue fast and in an uncomplicated way.
Regards,
Rudi Prinsloo
Good day,
This very unfortunate situation was addressed and I will convert the support received to a good rating. However, it needs to be said that this entire process could have been avoided with a basic Q&A section posted somewhere on the site that would have assisted in troubleshooting the problem and to resolve the issue without having to make a fuss about it.
The support I received from Kim Mitchell was clear, professional, and immediately identified the issue that I was able to correct from the online banking platform.
Linking devices, and delinking ones no longer in use, is a function that is not highlighted sufficiently so that users would know where to link/delink devices, and to verify new linked devices. The assumption is that after you enter your online username, card number and your pin number that the device is linked and having access to using it implies that it is verified.
In the early stages of the roll-out of the App, we would be prompted to verify new devices with an on-screen message when you logged into banking. At some point that stopped, and devices continued to function whenever we changed devices. Perhaps the need to verify devices could be communicated with a quick pop-up message, or a text via inContact so that users will know that this is now a required function to have a fully functional app on your device.
I believe the support I received today is what is intended to be available to clients and I am adjusting the rating based on the belief that the intended service delivery (that failed for various reasons) would have been able to resolve the issue fast and in an uncomplicated way.
Regards,
Rudi Prinsloo