Dishonesty is unacceptable for a major financial institution!

On the morning of 8 February 2019, i logged onto the mobile app and chatted to Daniele Kruger at around 09:30. I asked her where the card I had ordered a week before was. Her "standard" response was as follows:

"The delivery branch is The Glen branch. The branch will send you SMS once the card is ready for collection."

not only was I uncomfortable with this response as it did not answer the actual question, but I soon found out it was dishonest after making a telephonic follow up on the same day to the suite. I was promptly informed that when ordering my card through the FNB App, it would be delivered to me via courier. This however, could only be done after verification through the FNB App, which the agent I spoke to on the phone completed. I asked how this action could have been missed considering I had to call to ensure it was completed and was not given an adequate response. Naturally, I logged a formal complain on Daniele Kruger's blatant dishonesty as clear in her chat responses.

So I assumed, the dishonesty would end there, but to my surprise, FNB continued to be dishonest in their response to my query ref ********** .

The response reads: "Your card ending with ****** was ordered on the 3rd of February 2019" - This is true "and handed to CCD Couriers on the 08th of February 2019" - This is not true as I confirmed with CCD that they were handed the card on the 06th of February 2019 (recordings of this call placed by myself to CCD are available). "We note that the courier contacted you on the 09th of February 2019" - This is as a direct result of my contacting both FNB and CCD on the 08th of February and completed a verification step that would have otherwise not been completed to ensure delivery of my card. This query was handled by Ntombi Dhlamini, who seemingly missed the point. I am not comfortable with dishonesty, specifically from an institution that should pride itself on honesty and integrity. I don't care that my card will be delivered on the 12th of February, which would have likely not happened had I not placed the call on the 08th of February, I just do not appreciate dishonesty and half truths from my bank on two occasions relating to one specific situation. Both your mobile app and customer care departments employ dishonest people and allow this to continue despite consumer complaints.

Unacceptable and deplorable!