1 reviews | Active since Dec 2023
FNB and Woodford unable to pay back my deposit
On 23rd December 2023 l leased a Toyota Corolla from OR Tambo driving to Cape Town in response to an advert that was ran by Woodford Car Hire which encouraged people traveling to Cape Town to drive there instead of flying. In addition to paying the costs for leasing the car l was requested to pay an additional R5000 deposit to defray any additional costs for things such as damages to the car and traffic fines. In accordance with the agreement l returned the car on 30th Decenber 2023 and received an acknowledgement for the receipt of the car.
In accordance with the agreement Woodford was expected to refund my deposit within 72 hours after dropping the car. However, contrary to this it's been more than 10 days and l have not received my deposit (which is very strange). All my efforts of getting someone to help me from both my bank FNB and the merchant Woodford has fallen on deaf ears and both parties are kicking the can down the road and refuse to take accountability and instead blame the other party. This is clearly causing an inconvenience on my side.
Don't think that l have never tried to resolve the matter by myself, cause l did failed dismally: 1. On 5 January 2024 l phoned Woodford Head office in Durban and spoke to an agent who informed me that the money was deposited on 3 January 2024 and that l should allow 72 hours for the money to clear. I was further informed that if the money didn't clear by that time then l should approach my bank for assistance. 2. On Monday, 8 January 2024 l approached my bank FNB who told me that my deposit was reflected on my portfolio but was not cleared by Woodford's bank. For this reason they were unable to assist and that l should go back to Woodford to request them to clear the deposit. After spending an hour at the FNB branch in Woodbridge, Kempton Park and speaking to the Credit Card and Cancellation divisions l left the branch. 3. I immediately contacted Woodford who told me that they have already released my deposit and that l should go back to my bank to enquire further. 4. On 9 January 2024 l reached out to the cancellations division of FNB for assistance. I was informed that l should go back to Woodford requesting them to send them instructions to release the deposit (including information such as merchant name, my credit card number, amount to be released and clear instructions to release the deposit. 5. I took matters on my hands and reached out to Woodford OR Tambo as a place where l leased the vehicle for intervention. I spoke to Mr John Paul who remains the only person who was able to listen to me, understood my frustrations and was able to give me a letter with all the information required by my bank. 6. I immediately sent the letter that l received from Woodford to FNB cancellations department for immediate attention. 7. To my dismay on 10 January 2024 l received an email from FNB cancellations informing me to go back to Woodford and request them to send the letter themselves, despite the fact that l sent them a letter with all the requested information plus the person to reach out to to verify the information contained therein. 8. I phoned Woodford contact centre and spoke to Ms Tanya Davids who sent a letter to FNB . I took the same email and sent it to FNB cancellations division for action at 10:26 AM 9. In the afternoon, made a followup with FNBs authorisation division and was informed that they have not yet received my email and that l should wait for another 24 hours before l can make a follow up. 10. A period of 24 hours has passed and have not yet received my deposit back.
I would like to provide an update on the compliant that l posted on 10 January 2024 against FNB and would like to state that while FNB has responded to my compliant it has bit been resolved and my deposit money is still to be paid. What is more frustrating is that despite promises for my matter to be prioritized the deposit is still not paid.
- on Thursday, 11 January 2024 l received confirmation from FNB that my matter was.being prioritized
- l made a follow up on 12 January 2024 and an assurance was given both by the credit card division and authorisation that my deposit will be cleared either on the same day or 13 January 2024 (which falls on a Saturday). I did raise a concern that the 13th is a Saturday and l will be given excuses that it falls on a weekend and that they won't be able to attend to my queries. I was however given the assurance that the money will be released fastest 13th. It's the 13th today and there is nothing on my account and the status is still pending.
- On the same day, i.e 13 January 2024 l received an email from the card division notifying me that the deposit has been released. Strange enough nothing was released and raised this as a concern. I am still awaiting a response from the card division.
What l fail to understand is that why should l suffer like this for my money. I don't understand why l should be caught up in the system glitches or lack of communication between FNB and Woodford Car Hire. Despite so may calls and after a period of more than 10 days l am still waiting for.my money go be cleared.
As a customer l would expect FNB to take the matter into their hands where there see that there is money in my account that is not cleared, more so after l phoned several times to complaint about the uncleared funds.
- instead l was sent back to the merchant/Woodford to request them to log the request for the release of the funds
- when l took matters upon myself to send the letter from Woodford to FNB (including an email from Woodford to FNB where l was in copy) l was told that l should go back to Woodford to follow the procedure.
What is clear is that FNB was more concerned about procedure and system glitches and less concern about the frustration that this whole experience was causing.
As my banker l am expecting a better service and a bank that is more concern about my interest as their customer. I would have expected FNB to liaise with Woodford Car Hire and clear the deposit and not send me back to Woodford.
The question is when will this fairy tail end. When will FNB start to act on their undertaking and stop making promises that they can't fulfill?
I would like to provide an update on the compliant that l posted on 10 January 2024 against FNB and would like to state that while FNB has responded to my compliant it has bit been resolved and my deposit money is still to be paid. What is more frustrating is that despite promises for my matter to be prioritized the deposit is still not paid.
- on Thursday, 11 January 2024 l received confirmation from FNB that my matter was.being prioritized
- l made a follow up on 12 January 2024 and an assurance was given both by the credit card division and authorisation that my deposit will be cleared either on the same day or 13 January 2024 (which falls on a Saturday). I did raise a concern that the 13th is a Saturday and l will be given excuses that it falls on a weekend and that they won't be able to attend to my queries. I was however given the assurance that the money will be released fastest 13th. It's the 13th today and there is nothing on my account and the status is still pending.
- On the same day, i.e 13 January 2024 l received an email from the card division notifying me that the deposit has been released. Strange enough nothing was released and raised this as a concern. I am still awaiting a response from the card division.
What l fail to understand is that why should l suffer like this for my money. I don't understand why l should be caught up in the system glitches or lack of communication between FNB and Woodford Car Hire. Despite so may calls and after a period of more than 10 days l am still waiting for.my money go be cleared.
As a customer l would expect FNB to take the matter into their hands where there see that there is money in my account that is not cleared, more so after l phoned several times to complaint about the uncleared funds.
- instead l was sent back to the merchant/Woodford to request them to log the request for the release of the funds
- when l took matters upon myself to send the letter from Woodford to FNB (including an email from Woodford to FNB where l was in copy) l was told that l should go back to Woodford to follow the procedure.
What is clear is that FNB was more concerned about procedure and system glitches and less concern about the frustration that this whole experience was causing.
As my banker l am expecting a better service and a bank that is more concern about my interest as their customer. I would have expected FNB to liaise with Woodford Car Hire and clear the deposit and not send me back to Woodford.
The question is when will this fairy tail end. When will FNB start to act on their undertaking and stop making promises that they can't fulfill?