DISGUSTING PATHETIC SERVICE FROM FNB CONNECT!!!!!!!

On the 14th November we visited your Sandton City branch to apply for an additional FNB connect sim card. Application was completed, the next day funds were deducted but the requested number was not ported. We contacted the call centre which was a nightmare on its own. No one seemed to know how to resolve the query. Until we spoke to a lady called Busi who informed us we now needed supporting documents because the number belonged to a third party with FNB Connect as well. The documents were sent to Busi on Monday 18th. She assured us everything will be sorted and she’ll keep in touch.

The following email was sent Monday 18th November when we had received no positive feedback on the day.

Hi Busi

As per our telephonic conversations since Friday I requested as per my contract with FNB Connect I wanted the 06*****698 to be on my second FNB connect profile NOT the 06*****0893 number, and my email to you earlier today.

Please see the attached. I received this SMS a few minutes ago. One of the queries I had with Whitney on Friday was how could FNB Connect take the funds off my bank account without fulfilling the criteria of the contract. Please advise me urgently on the status of this query.

On the 19th we got feedback from Busi that the matter had been escalated to the IT Dept and she would revert back. But we had to keep calling and sending follow up emails.

We then managed to speak to a manager namely Andrew Diab The following email was sent to him on the 21st November

Thank you for your call today

When can my issue be finalised and sorted out? This has been dragging for 5 working days now. I am highly agitated now. We have received permission from ************ to have this line and to transfer it to my banking profile.

The FNB staff member at the Sandton City branch asked a very relevant question to Antoinette/Caren/Whitney last week on the 15th of November - Why was the criteria of the contract not met before the funds were taken off my account? To date, no one has answered that question. Why?

As I have said I app**** for this second line from FNB connect last week Thursday on 14th November. Its been a terrible experience to sort this out. Please read all the attached emails. The contract was loaded correctly by the FNB consultant in Sandton city FNB connect debited my account without having a proper look at the contract. Please listen to all my chats to all FNB Connect personnel.

Only Busi attempted to assist. Friday Yesterday she advised me she will address it with her manager, she called me back today at 12:16, to advise the issue has still not been resolved. I advised her I have spoken to you. Friday. 15Th November before 5 pm Busi advised me on what the problem was. The number I wanted to be ported is already an FNB Connect number. I spent more than 4 hours with the prior agents. With no success. At one stage I was advised the port was successful. Whitney, Caren & Antoinette did not even attempt to address this issue. They lack initiative and seem to lack understanding they work in the call centre. Guidelines are only that, it guides you, it does not think for you. In my opinion Call centre agents are there to address Customer issues and to assist in problem-solving.

Please assist urgently

This was his response

Sent: Friday, November 22, 2019 7:08:23 AM Subject: RE: Read: Feedback on query - [External Email]

Hi ******

After our discussion yesterday I escalated this to the product house for resolution. I will follow up this morning with them and hope to have this resolved for you today.

Andrew

To date that number has not been ported?!?!?!?!??!? More than a week later?!?!?!

A whole week of business and capital has been lost as a result of this incompetence?!?!?!?!? How long can it possibly take to port a number?!?!?

So much for "How can we help you?''