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RE
Rubeena E

1 reviews | Active since Sept 2019

28 Sept 2019, 09:28

First national bank banking app and useless service

Fnb uses the phrase "how can we help you" but that is false as no person in the fnb call centre can help with a query you have. I have been misled by fnb. They do not notify the client if they make changes to using online banking or the app. I changed my mobile device and called the app call centre who misled me into loading the app in his format. Cleared my old device and now I cannot verify my device. In the past online banking allowed me to verify devices. This has been changed by fnb without notifying the client or their call centre agents. The agents are clueless and I am supposed to just wait 24 to 48 hours for escalation or 7 working days. This is unacceptable as work has to carry on. Absolutely useless and I am considering moving my account completely to a new bank.

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Replies (3)
FNB (First National Bank)
FNB (First National Bank)'s reply28 Sept 2019, 09:40
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 

*** 

RE
Rubeena E's update28 Sept 2019, 09:48
Reviewer Update
Hello. Thank you for the reply. However I do not want an apology, I want action and satisfaction of service in my time frame.
RE
Rubeena E's update28 Sept 2019, 11:50
Reviewer Update
So fnb calls me and cannot help. They insist I need to pay some random person about R350 and wait 7 working days for the app to verify. In other words they are asking me to be crippled for 7 days. I cannot tell fnb to stop trading for 7 days. They will not do that for me. I am changing banks due to lack of knowledge from fnb and their call centre agents.