Extreme Neglect and Poor Service Delivery

We have a Business Account with FNB. We have contacted FNB in June 2017 for a speed-point machine. In July 2017, we have filled in numerous forms and sent numerous e-mail to follow up on the progress of our application. In September 2017, after a huge argument with a consultant, we were informed that our application was approved in July 2017 already. The speed-point was finally installed on 19 September 2017.

Since the machine had been installed on 19 September 2017 none of the payments we received have reflected in our bank account.

When we tried resolving this issue with FNB helpline, they were extremely rude and treated us as we had provided the wrong information. We have since learned that all the money paid through the card machine had been transferred to the wrong company, “Cuts and Co”, this being FNB’s fault.

This is ridiculous and neglectful on FNB’s side! The only response we got thus far is that it will be investigated. Why have they not changed the terminal in the meantime in order for us to use our machine, at the very least!!!

We now have clients whom reported that they have done a normal EFT with nothing reflecting in our bank account, we do not know if this information is incorrect or if FNB is working out the problem and the payments are put on hold. We have had six clients today that wanted to do payment by card which we could not do, leaving us to follow up on payment. What is of more concern is that we had to contact FNB to inquire whether the money will still go to Cuts and Co and they could not tell us! When we a printout on the machine it still showed Cuts and Co - Six days after we have reported it. We are now requesting clients to do an EFT without knowing if it will show in our account and we will probably have to beg for the payments to be made.

We have reported this to costumer care on the 5th of October, yet still no feedback from them. We followed up with the Support Consultant on e-mail, yesterday and today without any response.

This was hard earned money - now it is just gone, yet FNB could not give a damn about their clients!