1 reviews | Active since Aug 2019
FNB allowing unauthorised charge on purpose
I had a charge on my account that was described (FaceBook Ads) it was for R292.00. I did not order such a charge so I went to the Branch first thing in the morning to stop the charge and report it as an unauthorized debit charge. Keep in mind that it was still pending at this point. The person that helped me at the branch told me that it meant my card has been compromised so I will have to cancel it and order another one which also cost me more money and that she will report the transaction as *****. I recieved an email later on froom the devision of fnb she had sent all my details to, letting me know that FNB cannot reverse the charge and that they do not reverse such transaction. Now, what infuriates me is the fact that I reported this issue as soon as it came to my attention and it was still pending for about five days before the charge was final. How the heck does the bank who I have intrusted with my just allow someone to take it away without my approval and is unable to stop them even though I have reported the transaction while it was still pending?! That makes absolutely no sense to me that when a ***** takes my money, they do nothing to stop them but when I want to stop the ***** from taking my money, they will ask me to fill out a bunch of forms and spend my money on a new card and still will allow the ***** to take my money!!! I'm sure I'm not the only one so if you are not with fnb yet, please consider this as a warning that they will not actually keep your money safe.
We are sorry that your experience prompted you to contact us with a complaint.
We apologize for the inconvenience and frustration this has caused you.
Please refer to the e-mail sent to you to enable us to investigate this matter.
Regards,
Hello Peter Complaints Team
***
We are sorry that your experience prompted you to contact us with a complaint.
We apologize for the inconvenience and frustration this has caused you.
Please refer to the e-mail sent to you to enable us to investigate this matter.
Regards,
Hello Peter Complaints Team
***
The funds stipulated in my complaint have indeed been reversed into my account and are now available.
And although I am happy about that, I must mention that it was never just about the money for me, it's about integrity and the fact that I entrust you with my money and don't expect that trust to be abused.
It is still very concerning to me that I was simply told this reversal was simply not possible and yet, apparently it is. Which I'm sure you will understand why it leads me to believe that the person assigned to this that refused to assist either didn't know what they were doing or they did know what they were doing but simply did not want to. Either way, it outs your bank's credibility at risk.
I have not only referred but even converted numerous people to your establishment and getting such a treatment made me regret that act gravely.
I appreciate that the money is back but as a friendly advice to your whole team, if customer service is vital to your establishment, you need to take better care of your staff and give them better training to avoid constantly having to take remedial actions later.
The funds stipulated in my complaint have indeed been reversed into my account and are now available.
And although I am happy about that, I must mention that it was never just about the money for me, it's about integrity and the fact that I entrust you with my money and don't expect that trust to be abused.
It is still very concerning to me that I was simply told this reversal was simply not possible and yet, apparently it is. Which I'm sure you will understand why it leads me to believe that the person assigned to this that refused to assist either didn't know what they were doing or they did know what they were doing but simply did not want to. Either way, it outs your bank's credibility at risk.
I have not only referred but even converted numerous people to your establishment and getting such a treatment made me regret that act gravely.
I appreciate that the money is back but as a friendly advice to your whole team, if customer service is vital to your establishment, you need to take better care of your staff and give them better training to avoid constantly having to take remedial actions later.