1 reviews | Active since Sept 2016
Exremely poor service
<p>I tried to withdraw money from a FNB ATM in Botswana, the amount went to reserved funds awaiting debit card authorisation on my bank account, but the ATM did not dispence the maoney, on 19 September at 15h55. I am a premier customer, with supposedly "a team of bankers" available at my disposal 24 hours per day. I immediately called the premier bankers to inform them, the person attending to my call listened to my problem and asked me to hold... 25 minutes later I terminated the call. I then logged a call on internet banking. the next day I phoned the premier bankers again, this time the person assisting me could not even understand that FNB SA and FNB Botswana are not linked, and insisted that I visit the nearest branch. Eventually he understood and promised to e-mail a form to me to complete and return in order to release the funds . He did send the mail from a noreply@fnb address, but without the attachment. I log another call at the FNB premier suit as well as a complaint , but to date I have not received any assistance. FNB, How can we NOT help you?</p>
Good Day Mr Engelbrecht,
Kindly be advised that I have logged a formal complaint on your behalf. Please accept our apologies for the disappointing experience and the unnecessary concern caused. We’re already liaising with the relevant department to get this sorted out ASAP and will be in touch as soon as the necessary investigations have been done.
The reference for your complaint is ***
Kind regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Good Day Mr Engelbrecht,
Kindly be advised that I have logged a formal complaint on your behalf. Please accept our apologies for the disappointing experience and the unnecessary concern caused. We’re already liaising with the relevant department to get this sorted out ASAP and will be in touch as soon as the necessary investigations have been done.
The reference for your complaint is ***
Kind regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
After three days I get this reply from the PREMIER banker, pathetic!!! I now have to wait in excess of thirty days, while the money is still in my account awaiting debit card authorisation:
Good day Mr Engelbrecht,
Apologize there were no attachment.
In order for us to investigate this matter, we will need you to complete the attached forms. Once we have received the signed forms, we will request that the merchant, send us the voucher that was processed on the Point of Sale device. Please note that merchants have 30 days to send us a voucher. The voucher has a date and exact time of a transaction, as well as the Terminal and Trace ID information. We will confirm the validity of the transaction against the information that we have on your profile, including, your card details, signature, PIN number used, etc.
If the 30 day period lapses and the merchant fails to supply us with a copy of the voucher, the transaction will be charged back to the merchant and your account will be credited.
Note: If you are disputing a duplicated transaction which appeared your statement, where the amount, date and the reference number are all the same, we will credit your account once we receive the required documents. This process takes up to 30 – 45 days.
I trust that this answers the questions that you had regarding this matter. Should you need further clarity, please do not hesitate to contact me.
Regards,
Mildred Campbell | Premier Banker | FNB Premier
54 Wierda Road West, Block 10 Inanda Greens Office Park, Sandton 2196 | Tel: (087) 5 777 000 | E-mail: **********
After three days I get this reply from the PREMIER banker, pathetic!!! I now have to wait in excess of thirty days, while the money is still in my account awaiting debit card authorisation:
Good day Mr Engelbrecht,
Apologize there were no attachment.
In order for us to investigate this matter, we will need you to complete the attached forms. Once we have received the signed forms, we will request that the merchant, send us the voucher that was processed on the Point of Sale device. Please note that merchants have 30 days to send us a voucher. The voucher has a date and exact time of a transaction, as well as the Terminal and Trace ID information. We will confirm the validity of the transaction against the information that we have on your profile, including, your card details, signature, PIN number used, etc.
If the 30 day period lapses and the merchant fails to supply us with a copy of the voucher, the transaction will be charged back to the merchant and your account will be credited.
Note: If you are disputing a duplicated transaction which appeared your statement, where the amount, date and the reference number are all the same, we will credit your account once we receive the required documents. This process takes up to 30 – 45 days.
I trust that this answers the questions that you had regarding this matter. Should you need further clarity, please do not hesitate to contact me.
Regards,
Mildred Campbell | Premier Banker | FNB Premier
54 Wierda Road West, Block 10 Inanda Greens Office Park, Sandton 2196 | Tel: (087) 5 777 000 | E-mail: **********
Good Day
I do apologize for the frustration caused once again I have forwarded this matter to the relevant manager to address and will be contacting you shortly.
Regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Good Day
I do apologize for the frustration caused once again I have forwarded this matter to the relevant manager to address and will be contacting you shortly.
Regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Both merchants have reversed the transactions, (yes it happened again), i received forms to complete from FNB premier, submitted it yesterday, again, NO reply, No feedback, NO PREMIER SERVICE whatsoever
Both merchants have reversed the transactions, (yes it happened again), i received forms to complete from FNB premier, submitted it yesterday, again, NO reply, No feedback, NO PREMIER SERVICE whatsoever
STILL NO REPLY OR ACTION!!!
STILL NO REPLY OR ACTION!!!
Good Day
I do apologize for the frustration caused once again I have forwarded this matter to the relevant manager to address and will be contacting you shortly.
Regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Good Day
I do apologize for the frustration caused once again I have forwarded this matter to the relevant manager to address and will be contacting you shortly.
Regards
Complaints Resolution
Daffnie Govender
Email address: ***
Tel number: *** (option one)
Hi, thank you, at last it was made available today, but still with no feedback or contact from FNB. Still, most atrocious service I have ever ecperienced. I was only informed when I once again called the premier bankers that I should have e-mailed the forms ********** AND **********
I am supposed to be a premier customer, I shudder to think how "normal" customers are being treated... What if I was a tuorist it was my only funds available?? I would have been stuck in a different country wihout any funds or resources for nearly two weeks...
Hi, thank you, at last it was made available today, but still with no feedback or contact from FNB. Still, most atrocious service I have ever ecperienced. I was only informed when I once again called the premier bankers that I should have e-mailed the forms ********** AND **********
I am supposed to be a premier customer, I shudder to think how "normal" customers are being treated... What if I was a tuorist it was my only funds available?? I would have been stuck in a different country wihout any funds or resources for nearly two weeks...