1 reviews | Active since Jan 2019
Failed ATM Deposit Still Not Resolved Despite Proof and Immediate Reporting
I am extremely disappointed with FNB's handling of a failed ATM deposit.
On Friday evening, I attempted to make a cash deposit at an FNB ATM. During the transaction, the machine went offline and cancelled the deposit while I was still busy inserting the cash. The ATM did not return my notes, but it did issue a slip clearly stating that the deposit had failed.
The very next morning (Saturday), I visited the branch with the failed deposit slip. A dispute was opened on my behalf, and I was advised that the funds would be credited to my account within 24 hours. I was provided with reference number ***.
It is now midday on Monday, and the funds have still not been returned to my account. When I followed up, I was told that the matter would be escalated and that I should expect feedback within 2 to 5 working days.
This is incredibly frustrating and inconvenient. These are funds that should have been available to me from Friday evening, and I have done everything expected of me by reporting the issue immediately and providing proof of the failed transaction. Instead, I am now left without access to my money and faced with further delays.
What is most disappointing is the apparent lack of urgency in resolving a situation where the bank's own ATM malfunctioned and retained a customer's cash. I expected far better service and a much faster resolution from FNB.
I would appreciate urgent intervention and a prompt resolution to this matter.
Unfortunately, as of today, the funds are still not reflected in my account.Since then, I have contacted the FNB call centre on two separate occasions. Despite having provided the reference number, I was advised that they are unable to view or provide any status updates on ATM disputes. The only action available to them was to escalate the matter internally, which they did on both occasions. Yet, despite multiple escalations, there has been no communication, no progress, and no resolution.
It is unacceptable that a customer can be left without access to their funds, receive no meaningful updates, and then be told that no one can provide any information regarding the status of the investigation. If this is not a complete failure of customer service, I do not know what is.
I am extremely disappointed...
Unfortunately, as of today, the funds are still not reflected in my account.Since then, I have contacted the FNB call centre on two separate occasions. Despite having provided the reference number, I was advised that they are unable to view or provide any status updates on ATM disputes. The only action available to them was to escalate the matter internally, which they did on both occasions. Yet, despite multiple escalations, there has been no communication, no progress, and no resolution.
It is unacceptable that a customer can be left without access to their funds, receive no meaningful updates, and then be told that no one can provide any information regarding the status of the investigation. If this is not a complete failure of customer service, I do not know what is.
I am extremely disappointed...