False Product Information

<p>A representative of FNB Connect called me on the 23 Sept 2016 to offer me your FNB premier package and marketed some of the product. I opted for the R 168 a month and ordered an extra sim card for my partner. The purpose of the Agreement would be that FNB Connect debit me on the 25th of every month and would receive the benefits on the 1st of every month. The Agent gave me the details and explained the conversion of the cell number moving over to FNB Connect and explained SOME of the terms and conditions. I really apologize for not knowing his name but he did advise that everything was recorded and that there would be a record of the conversation, so I didn't bother to make a note of the details.</p> <p>I received my new SIM CARDS on the 21 September 2016 and inserted them and was astonished that certain information was not relayed to me:</p> <p>1. He did not tell me that I would be moving over to another Network<br />2. He did not advise me that our numbers would be ported<br />3. He did not advise that I would only be able to buy airtime from my FNB Electronic Facilities.<br />4. I asked him several times in the call, whether there was any additional information I needed to know, pertaining to the conversation and he rep**** NO.<br />5. He also advised me that if I wanted to cancel the contract at any time, I was able to.</p> <p>6. To my amazement, FNB debited my account on the 21st Sept 2016 for what they called a delivery fee and sim card connection fee. the debit order was not honoured.</p> <p>I did the following follow ups and FNB Connect called me in the resolution to try and save the errors.</p> <p>On the 23rd Sept 2016 - I spoke to Busiswe who was very friendly and understood the matter. She said she would try and trace the call.</p> <p>On the 29th Sept 2016 - Busiwe called me back and I gave her dates and times of the enquiry requested.</p> <p>On the 19th October 2016 - Andile called me after listening to the call and agreed that the FNB Connect agent had not disclosed certain information and that FNB were at fault. I advised that I know that everybody is human and we all make mistakes so I would give them opportunity to redeem themselves and he agreed. He then said he would look into the matter of wavering the Delivery/sim fee. he also agreed that we they would debit my account the very next day for me to receive my benefits.</p> <p>The debit order was not presented to the bank account on the 20th October 2016</p> <p>At this point, I really had no faith in FNB Connect, as I entered into an agreement, where I would pay for benefits and would have access to them.</p> <p>I called Noluyolo on the 21st October to enquire why the debit order was not presented, she said that it would be done on the 25th of every month. I also requested that I cancel the contract and she advised that I need a form to request the cancellation.</p> <p>I lodged a complaint with FNB directly on the 25th October 2016 and an agent called me as I was attending a meeting and I didn't get her name and she said she will investigate the matter.</p> <p>The debit order was presented and honoured on the 25th October 2016 and we received our benefits on the 01 November 2016. FNB also debited me an extra R118 for the Delivery/sim fee. </p> <p>I called FNB Connect on the 03 Nov 2016, to cancel the agrrement and they advised me that I have to wait 60 days before I can cancel the contract. </p> <p>At this point, I am so annoyed and dissapointed in the poor service and tthe lack of information passed on to me. </p> <p>Forgive me for my skepticism, but I lost a cell phone number which I have had for years due to a consultant not disclosing all the facts in a pitch for a cell phone contract. All I want to do is cancel the contract just so I could go back to my normal way of having a cell phone. I am a Sales Consultant and know that you cannot be successful by not disclosing all the information, of the product to clients. It normally comes back to bite you, just like this sale is coming back to the Management.<br />So, there are two scenarios at a play here. The first issue is that your agents are not given the correct training.<br />The second is that now you have a disgruntled client who will explain to everybody else that your FNB Connect product is a good product because of the lack of Flexibility.</p> <p>I was very impressed with all the benefits that were explained to me, but there was a hidden agenda and that disappoints me. I believe change is good and am very OPEN to new ideas, however not when I have to find out that when the SIM CARD is delivered and find out that there is no flexibility. This is not what I agreed to.</p> <p>I just want to go back to my Vodacom pay as you go where I was more than happy. That is why I hate these contracts.</p> <p>Brent Scott</p>