eBucks Level Dropped Due to Disabled Tracking Functionality

Every month I make a concerted effort to remain on Level 5. Yesterday, I discovered I had dropped to Level 4.

Throughout July, FNB was “updating” the eBucks system, which meant the progress tracking feature on the FNB app was completely disabled. Only now have I learned I was just 500 points short of maintaining Level 5 — but with tracking unavailable, there was no way for me to know or take corrective action.

Why would FNB roll out changes and simultaneously remove the very tool customers rely on to monitor their rewards? This undermines customers’ ability to manage both their rewards and their monthly budget.

When I phoned today, the eBucks consultant told me I “should have called during July to track my rewards, like many other clients.” This is unacceptable — the onus should not be on customers to manually call in because a core feature has been disabled without any alternative provided.

I am deeply disappointed by the lack of transparency and the poor customer experience in this matter.