Hellopeter
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BONIFACE N

1 reviews | Active since Oct 2019

14 Oct 2019, 08:10

fica process a mess

Dear Oluwa, (MY PRIVATE BANKER)

I would have wished that you wake up to a great Monday but unfortunately you are waking up to a livid customer!

1. Late on Friday last week I noticed my discovery card is not going through so I call discovery and they say to me my funds are blocked because I have not provided FICA TO FNB. Mind you I am sitting at an airport in Nairobi 2. I then call FNB and they say they have no relation or connection to discovery card though discovery said you are the underwriter. My chat with the team is all available. So Discovery blame you and FNB deny any connection! 3. Discovery inform me that an email was sent to me on an old and defunct address *** 3 days before. I have not seen the email and knew not of any of these.

So here are my questions and position.

It is certainly not reasonable to give me only three days to provide documentation. Mind you when this happened I was at overseas airport in Kenya and no one would help they said. So had to borrow money from friends. I am still overseas.

So why was I not notified by correct email and that you have and or text or phone number? Should the matter not have been handled by you otherwise what job do you do as a private banker? Thirdly, I have been with the bank for many years and these have been provided previously. Fourthly, and I had explained I am travelling overseas and cannot get docs certified until I return end month so we could have agreed an extension of time and last who is telling me the truth are you with or not with Discovery and why are my accounts then blocked.

I am grossly disappointed about this process that makes me feel treated like a *****. I am thus considering moving all my facilities and future transactions elsewhere unless this matter is resolved in the next 6 hours. I understand FICA requirement but the process is an FNB process and that is grossly wanting!! I don’t even know what documents are required so I have bundled and attached what I thought essential.

I will be posting this matter on www.hellopeter.com

Boniface

0
Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply14 Oct 2019, 11:29
Official
Good Day 

Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.

A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.

The reference number is ***NF

Regards

 Hello Peter Complaints Team 

Hello Peter Complaints Team 

*** 

BN
BONIFACE N's update15 Oct 2019, 09:11
Reviewer Update
It is now Day 4 of the nightmare. Received calls from Hello Peter team and numerous emails from my private banker asking numerous questions and to complete income declaration forms. Unfortunately other than expressing apologies no one has answered the specific questions raised on may email. In particular I asked: What has my account got to do with Discovery and if FNB is not the underwriter of Discovery Card why was my Discovery card put on hold? Two, the forms I completed yesterday why were those not presented to me in good time by my private banker? Why was my updated contact not on file? Why was I only give 72 hours and no reminders and to this minute I still don't have the original email that is purported to have been sent to me? The process is both fatally flawed and it seams to me no individual is accountable for the process. The decision maker of upholding the account is clearly hiding in the background and not understanding what customers are going through. If the intent is to fool the Reserve Bank that you are FICA compliant then it is is working by dragging customers like me who are yelling and kicking. This has never been customer service!