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SR
Stephano R

1 reviews | Active since Aug 2009

17 Jul 2018, 11:59

FNB app rules prevented me from getting something to eat for lunch

I forgot my wallet at home and wanted to do a cardless cash withdrawal at the FNB ATM next to our canteen at work. I don't have the "Carless Cash Withdrawal" option on my app on my phone. I phoned the support centre and was told that I needed to make a payment of R300 or more using the app to activate that setting - or use an eWallet. What BS is this... I made payments in the thousands 2 years ago using the app but clearly that is not good enough now. FNB - how can we NOT help you. Thanks for the lunch that I will not be having, leaving me starving for the rest of the day until I get home again. Lucky for me that ABSA is my main bank and reminding why switching over will be a bad idea.

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply17 Jul 2018, 12:24
Official

Good Day Stephano,

Thank you for bringing this to our attention.

We acknowledge your complaint.

It has been routed to Premier banking to investigate and provide resolution.

Feedback will be provided shortly.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***

SR
Stephano R's update18 Jul 2018, 10:02
Reviewer Update
I can't believe that FNB's escalation department phones me to reiterate that this is how the system works... ummm, my complaint was about the system that is stupid in my opinion. There must be other ways to verify security and what not's relating to the app on my phone. More so, their system said I installed the app in Jan but as far as I can recall, I've always had the app on my phone... whether Huawei or HTC before that. Oh well, if FNB believes that clients must adhere to their systems, then maybe they should open a branch in North Korea... the bank will thrive there where people just do what they are told. Quite sad that a bank that claims to be innovative and client centric, bu they are NOT building functionality from a human-focused design perspective. An epic fail in Silicon Valley terms!