Dismall Service for International card delivery at FNB

On 14 May 2024 I initiated a secure Chat on the FNB app to request a card to be sent to me internationally. The first agent provided a link to order the card, which I did and included on the special instructions all pertinent information to have the card delivered internationally but when I resumed the chat found that he had closed it.

The second agent informed me I had to email *** in order to have the card I ordered via the link previously provided, delivered.

I emailed them, again providing the pertinent information and received a reply from Tumelo saying I have to confirm that I will pay the R760 fee. I emailed back to confirm that I will pay the fee but received no response.

On 16 May I received an sms to say my card would be delivered to my address in South Africa. 1stly, I had written on the special instructions that delivery is international. If no one reads the special instructions, why is it even provided? Secondly if someone did read it, why was there no follow up?

I phoned the South African number listed on the *** email and got through to FNB's general system wich asks you where you want to be routed to with no option for International card delivery so I asked for the Aspire desk. At this point I was informed that the first agent on secure chat gave the incorrect information. I held on while Katlego on the Aspire desk cancelled the Takealot delivery and arranged for the card to return to the depot to be destroyed. She then emailed??? (Or however they get in contact with this department), to inform them AGAIN of all the pertinent information to get the card delivered internationally and confirmed that I will pay the R760 delivery fee.

I received a reply on 16 May from Natasha at *** that they have received the request and that they will forward the information to their couriers who would email me with tracking information. By 20 May 2024, I still had no response from anyone and I am mailed *** again to ask what is going on.

Today is 23 May 2024 and neither ***, nor their couriers have been in contact. I have also sent another email to *** today to ask why no response or tracking number has been forthcoming and live in hope of an answer and actions that will see my card delivered to me. This is not the first nor do I suspect the last time that I will receive such shoddy service and continued disinformation from the agents on secure chat. I am sad to see how the service aspect has dropped in the past 10 years.