1 reviews | Active since Nov 2016
Dubious ethics and poor business practices by FNB Cellular
<p>FNB cellular have suddenly upped their data prices from R65 per gig to R139 a gig and also apparently no longer allow contracts with one month cancellation - only 24 month contracts. I ported to them from Vodacom last month because I believed their offering was superior, Vodacom charging me R289 for 5 gigs, while FNb was charging R245 for 5 gigs - they now charge R339 for 5 gigs.</p> <p>I tried to enquire from the cellular folk on "Contact" and was told that they previous prices were a "promotion" that apparently stopped on 20 November.</p> <p>I joined FNB cellular on 31 October and no one said anything about a promotion - I would never have ported to them had I known since I had a better deal with Vodacom!</p> <p>FNB has neither seen fit to give any other information about the cost change, nor indeed that there was a "promotion" in place, which seems to be a case of dubious ethics and very poor business practice. I will now have to change my provider again since the Cell C link involves very poor reception at times and am also thinking seriously about changing to another bank......</p> <p> </p>
Good day Mr. fooledagain
Thank you for sending us your feedback regarding your complaint in question. Kindly note that we have logged a high priority complaint for you with the following reference number: ***.
You will receive feedback in 24 to 48 working hours.
Thanks Regards
FNB Hello Peter Complaints Resolution
(W): ***
E-mail: ***
Good day Mr. fooledagain
Thank you for sending us your feedback regarding your complaint in question. Kindly note that we have logged a high priority complaint for you with the following reference number: ***.
You will receive feedback in 24 to 48 working hours.
Thanks Regards
FNB Hello Peter Complaints Resolution
(W): ***
E-mail: ***
So despite Mr Salamaan's professionalism above, FNB eventually give me the middle finger as per the below. As is clear from the narrative, they cannot explain why I wasn't warned on porting to FNB Cellular that they were going to radically change their data prices three weeks later and why this wasn't visible on their App or website - clearly the days where you could trust your bank have very much passed. Indeed, they refer me some paragraph 13 in their t's and c's sounding rather like Shaun Abrahams, which proabaly is indicative of their credibility levels .
I am about to port my number back to Vodacom, since I at least know that despite all their faults, they stick to their offerings:
E-mail exchanges with FNB Cellular
Good day
Please refer to FNB connects terms and conditions point number 13 https://www.fnb.co.za/downloads/mvno/FNB_Connect_Terms_Condition.pdf
"13.Changes to this Contract 13.1. FNB Connect reserves the right, at any time and from time to time, to: 13.1.1. change these terms and conditions; 13.1.2. change any rules relating to its products and services; 13.1.3. modify its products and services at its discretion; and/or 13.1.4. change its rates/charges applicable to FNB Connect products and/or services."
We apologize for any inconvenience caused , therefore please provide us with following details for further assistance
-Name
-ID number
-Contact details
we value and appreciate your loyalty
Regards
FNB Connect Support Centre | FNB Service Provider | FNB Consumer
24 Fricker Road, Illovo, Sandton | Tel: (087) **********
Find us on all major social media platforms.
To see the full legal disclaimer pertaining to this e-mail refer to the FNB website.
First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider (NCRCP20)
From:
Sent: 07 December 2016 01:25 PM
To: "'FNB - FNB Premier'" **********
Subject: RE: **********
Dear Muhammed,
Thank you for your reply.
You unfortunately do not address the fact that when I crossed over to FNB Connect at the end of October 2016, it was not indicated clearly anywhere that those prices were in fact promotional prices that would end soon – indeed, within 3 weeks. I was not told this at the branch, nor did this appear anywhere on the Simcard section of the app, nor where the prices were indicated when purchasing data etc.. Moreover, there was no routine warning of a change in your data prices, nor that you were dropping the "cancel after one month" provision, effectively thereby forcing the customer into a 2-year contract – it was all seemingly implemented by *****th.
My point is - and it is here where I say that FNB is guilty of misrepresentation - that I would not have given up my Vodacom top-up contract that had run for 24 months and now was on a month-to-month basis had I been aware that 5 GB Vodacom data @ R289 would now cost me 5 Gb FNB data @ R399 and this a mere 3 weeks later. This is why I said on Hellopeter that FNB has cheated me and quite frankly, I still hold the same view. A contract will also not help me, since the moment I might need to bolt on another 5GB, that will also cost me R399 as far as I can see.
I have taken note of your remark re the recurring bundle, but find that this option is not available on the prepaid option. In consequence I have copied in ********** and ********** to request that someone please inform me what the Connect Flexi package rates are, and whether I will have to take up a 24-month contract in order to access this. In this regard, kindly note that my data usage varies so that I use slightly less than 5 Gb in some months and more than 10 Gb in other months.
In closing, I have been an FNB customer for 50 years now and I switched to FNB Cellular happily, in the naive belief that FNB at least would not indulge in slick salesmanship and underhand tactics, but, sadly, you have in fact done just this by not indicating clearly that these were promotional prices and then overnight effectively doubling the prices and simultaneously dropping the much advertised one month's notice! You could, for instance have used your app to inform users that the price and minimum periods would change and you could also have increased it by a more moderate amount than 100% plus?
Aside from continuing to feel cheated, I have to say that I am surprised that a bank such as FNB could act with such poor business practice/ethics.
Kind regards
-----Original Message-----
From: FNB - FNB Premier **********
Sent: Tuesday, December 6, 2016 2:55 PM
Subject: **********
Good Day
Thank you for your recent communication with FNB.
FNB Connect launched promotional once-off data bundles for three months in June 2016 and extended the offer for an additional two months due to the success of the campaign.
As of 20 November 2016, the data bundles promotion has officially ended.
The revised once off data bundle prices remain competitive and customers have the added benefit of up to 40% back in eBucks on their data bundle purchases, based on their eBucks reward level.
Our main objective continues being able to provide our customers with superior value and to increase customer satisfaction, convenience and lessening customer angst.
Note that these price changes are only related to Prepaid Bundles only and our Recurring Bundle prices have not changed.
You are more than welcomed to take up a Connect Flexi package.
For more information and assistance, please do not hesitate to contact FNB Connect on ********** and ********** or ********** 147
We do apologise for the inconveniences caused.
Regards
Muhammed
So despite Mr Salamaan's professionalism above, FNB eventually give me the middle finger as per the below. As is clear from the narrative, they cannot explain why I wasn't warned on porting to FNB Cellular that they were going to radically change their data prices three weeks later and why this wasn't visible on their App or website - clearly the days where you could trust your bank have very much passed. Indeed, they refer me some paragraph 13 in their t's and c's sounding rather like Shaun Abrahams, which proabaly is indicative of their credibility levels .
I am about to port my number back to Vodacom, since I at least know that despite all their faults, they stick to their offerings:
E-mail exchanges with FNB Cellular
Good day
Please refer to FNB connects terms and conditions point number 13 https://www.fnb.co.za/downloads/mvno/FNB_Connect_Terms_Condition.pdf
"13.Changes to this Contract 13.1. FNB Connect reserves the right, at any time and from time to time, to: 13.1.1. change these terms and conditions; 13.1.2. change any rules relating to its products and services; 13.1.3. modify its products and services at its discretion; and/or 13.1.4. change its rates/charges applicable to FNB Connect products and/or services."
We apologize for any inconvenience caused , therefore please provide us with following details for further assistance
-Name
-ID number
-Contact details
we value and appreciate your loyalty
Regards
FNB Connect Support Centre | FNB Service Provider | FNB Consumer
24 Fricker Road, Illovo, Sandton | Tel: (087) **********
Find us on all major social media platforms.
To see the full legal disclaimer pertaining to this e-mail refer to the FNB website.
First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider (NCRCP20)
From:
Sent: 07 December 2016 01:25 PM
To: "'FNB - FNB Premier'" **********
Subject: RE: **********
Dear Muhammed,
Thank you for your reply.
You unfortunately do not address the fact that when I crossed over to FNB Connect at the end of October 2016, it was not indicated clearly anywhere that those prices were in fact promotional prices that would end soon – indeed, within 3 weeks. I was not told this at the branch, nor did this appear anywhere on the Simcard section of the app, nor where the prices were indicated when purchasing data etc.. Moreover, there was no routine warning of a change in your data prices, nor that you were dropping the "cancel after one month" provision, effectively thereby forcing the customer into a 2-year contract – it was all seemingly implemented by *****th.
My point is - and it is here where I say that FNB is guilty of misrepresentation - that I would not have given up my Vodacom top-up contract that had run for 24 months and now was on a month-to-month basis had I been aware that 5 GB Vodacom data @ R289 would now cost me 5 Gb FNB data @ R399 and this a mere 3 weeks later. This is why I said on Hellopeter that FNB has cheated me and quite frankly, I still hold the same view. A contract will also not help me, since the moment I might need to bolt on another 5GB, that will also cost me R399 as far as I can see.
I have taken note of your remark re the recurring bundle, but find that this option is not available on the prepaid option. In consequence I have copied in ********** and ********** to request that someone please inform me what the Connect Flexi package rates are, and whether I will have to take up a 24-month contract in order to access this. In this regard, kindly note that my data usage varies so that I use slightly less than 5 Gb in some months and more than 10 Gb in other months.
In closing, I have been an FNB customer for 50 years now and I switched to FNB Cellular happily, in the naive belief that FNB at least would not indulge in slick salesmanship and underhand tactics, but, sadly, you have in fact done just this by not indicating clearly that these were promotional prices and then overnight effectively doubling the prices and simultaneously dropping the much advertised one month's notice! You could, for instance have used your app to inform users that the price and minimum periods would change and you could also have increased it by a more moderate amount than 100% plus?
Aside from continuing to feel cheated, I have to say that I am surprised that a bank such as FNB could act with such poor business practice/ethics.
Kind regards
-----Original Message-----
From: FNB - FNB Premier **********
Sent: Tuesday, December 6, 2016 2:55 PM
Subject: **********
Good Day
Thank you for your recent communication with FNB.
FNB Connect launched promotional once-off data bundles for three months in June 2016 and extended the offer for an additional two months due to the success of the campaign.
As of 20 November 2016, the data bundles promotion has officially ended.
The revised once off data bundle prices remain competitive and customers have the added benefit of up to 40% back in eBucks on their data bundle purchases, based on their eBucks reward level.
Our main objective continues being able to provide our customers with superior value and to increase customer satisfaction, convenience and lessening customer angst.
Note that these price changes are only related to Prepaid Bundles only and our Recurring Bundle prices have not changed.
You are more than welcomed to take up a Connect Flexi package.
For more information and assistance, please do not hesitate to contact FNB Connect on ********** and ********** or ********** 147
We do apologise for the inconveniences caused.
Regards
Muhammed
Hi Mr Salamaan,
They did reply and pretty much told me to get stuffed - referred me to para 13 of their t's and c's etc etc..
Things have changed and the fact that I have been a customer for a genuine 50 years certainly doesnt count any more - I started with a study loan, financed three dwellings through the bank and bought numerous cars etc.. While in the diplomatic service I banked through them from all over the world and when running the representative office of a top German bank, I dealt with them from the other side. My parents banked with them, and two of my three children still do, but are considering also moving to ABSA, which they say is more young-person friendly and doesnt apparently pull dirty tricks, such as the matter in hand.
I am quite stunned by what has happened here and family and friends equally so - from where we are sitting this all seems to be terribly devious - almost *********. Certainly the "middle finger" under reference is food for thought when someone in your structure clearly messed up by either making an unsustainable offer, or failing to properly publicise the end of the "promotion" and in consequence causing major inconvenience to a long-standing customer, or both.
They also fudge the fact that if I do take a recurring package, I now have to take up a two-year contract, so the worth of that diminishes as well.
In any event, after this I will reformat my cellular accounts and consider my options for the rest.
Kind regards
D
Hi Mr Salamaan,
They did reply and pretty much told me to get stuffed - referred me to para 13 of their t's and c's etc etc..
Things have changed and the fact that I have been a customer for a genuine 50 years certainly doesnt count any more - I started with a study loan, financed three dwellings through the bank and bought numerous cars etc.. While in the diplomatic service I banked through them from all over the world and when running the representative office of a top German bank, I dealt with them from the other side. My parents banked with them, and two of my three children still do, but are considering also moving to ABSA, which they say is more young-person friendly and doesnt apparently pull dirty tricks, such as the matter in hand.
I am quite stunned by what has happened here and family and friends equally so - from where we are sitting this all seems to be terribly devious - almost *********. Certainly the "middle finger" under reference is food for thought when someone in your structure clearly messed up by either making an unsustainable offer, or failing to properly publicise the end of the "promotion" and in consequence causing major inconvenience to a long-standing customer, or both.
They also fudge the fact that if I do take a recurring package, I now have to take up a two-year contract, so the worth of that diminishes as well.
In any event, after this I will reformat my cellular accounts and consider my options for the rest.
Kind regards
D