1 reviews | Active since May 2011
FNB CarNav vehicle license renewal
I have added vehicles to the CarNav app so I can renew my vehicle licenses via the APP instead of going to the traffic department and renewing it myself. Only differences is I now pay R199 per vehicle license extra to experience even more frustration.
You scan your license and the correct info shows on the screen. You complete any missing info and when you click continue, it does not allow you becuse the information is incomplete/incorrect.
You select the make of the vehicle.
Then you have to select a model and year. For one of the vehicles, the model is not there. So I selected the closest one just to add it. Next vehicle the year model is not there, so select the closest one just to add it and fix later.
Now there is a vehicle I added a while back which I have sold in the meantime. There is no option on the screen to delete the vehicle like there is on the other vehicles. It even shows the new owners registration number there.
So on 22 September I start a chat on the secure chat platform to get the number. How this chat works is, you type your question and wait 2minutes for a reply. But I get a reply ***. I call that number and speak to a nice lady. She explains she does not make changes herself, but will log the changes for me. I ask her to remove the one vehicle I am unable to remove. She confirms she also does not see the option to delete it. I ask her to change the model and year on one of the vehicles and the year model on another. I ask her about the R199 and he explains if I renew all licenses at once, I will only pay R199 once and not R199 per vehicle. (5 vehicles in total). We end the call. For the next week nothing happens. The vehicle still stays on there and the details don't get changed.
On 2 October at 10:58 I start calling again. First lady tells me I am not registered for any services with them. I keep calling the number. I get cut off by a rude consultant, I get more promises, I get transferred to Private Wealth, I get transferred back to the same center from private wealth, I get transferred back to private wealth and back to the first center. I get promises the CarNav team will call me. I send emails to carnav and get told I have to give them 48 hours to respond. I get promises managers will call me.
Today, no changes have been made. I have not had one call from a manager or carnav member. I have had more promises yesterday and today a manager will call.
This services is useless, the one consultant dropped the call while I asked to speak to a manager and till this minute while I am typing this review, nothing has been done. This is the worst service
This morning I receive an email with 3 bullet points.
In the first bullet point the writer gives me the steps how to login on the app, go to my garage, select the vehicle, scroll down until I see the delete vehicle button. I AM UNABLE TO MAKE IT ANY MORE CLEAR THAT I DO NOT HAVE THE DELETE BUTTON ON THAT SCREEN. I HAVE EMAILED SCREENSHOTS OF THAT SCREEN TO FNB. I HAVE HAD CONSULTANTS ON THE PHONE CONFIRMING THEY ALSO DON'T SEE THAT BUTTON.
I
DO
NOT
HAVE
THE
DELETE
BUTTON.
Second bullet explains the costs of this. So basically you pay R199 per vehicle for this frustration. The person who said I will only pay R199 once, is missing now.
Third bullet only lists one of the two licenses currently in progress. It explains it takes up to 14 work days. Once again more steps on how to renew.
So at the end of this week, the vehicle has still not been deleted and is showing on my profile.
I have made other arrangements to renew the licenses the app is blocking me to renew. One of these is due, but the app shows an error when selecting to renew.
The details (year model and model) is still incorrect.
THIS IS GOING NOWHERE. FNB has done NOTHING in 3 weeks.
When you have a consultant in front of the computer who can make these changes, CALL me
This morning I receive an email with 3 bullet points.
In the first bullet point the writer gives me the steps how to login on the app, go to my garage, select the vehicle, scroll down until I see the delete vehicle button. I AM UNABLE TO MAKE IT ANY MORE CLEAR THAT I DO NOT HAVE THE DELETE BUTTON ON THAT SCREEN. I HAVE EMAILED SCREENSHOTS OF THAT SCREEN TO FNB. I HAVE HAD CONSULTANTS ON THE PHONE CONFIRMING THEY ALSO DON'T SEE THAT BUTTON.
I
DO
NOT
HAVE
THE
DELETE
BUTTON.
Second bullet explains the costs of this. So basically you pay R199 per vehicle for this frustration. The person who said I will only pay R199 once, is missing now.
Third bullet only lists one of the two licenses currently in progress. It explains it takes up to 14 work days. Once again more steps on how to renew.
So at the end of this week, the vehicle has still not been deleted and is showing on my profile.
I have made other arrangements to renew the licenses the app is blocking me to renew. One of these is due, but the app shows an error when selecting to renew.
The details (year model and model) is still incorrect.
THIS IS GOING NOWHERE. FNB has done NOTHING in 3 weeks.
When you have a consultant in front of the computer who can make these changes, CALL me
The account WAS settled long before the 22nd of September. The new owner financed the vehicle again and it even shows the new registration number on my app where the vehicle STILL is.
I rep**** and explained this in the email and nothing has changed on my app. The changes to the other vehicles were not made. I had to pay someone else to renew the licenses of the other vehicles.
So another week has gone by. This issue is not a priority to FNB and I might just move my banking to another bank. Really poor service and communication. The call center is a maze of buttons you need to push. On one call I had to enter my ID number 3 times. Consultants transferring me from one center to the other, back to where I started and every time I need to explain the problem again. I am now waiting for the next email to tell me to press the DELETE button WHICH I DON'T have. FNB, are you proud of this?
The account WAS settled long before the 22nd of September. The new owner financed the vehicle again and it even shows the new registration number on my app where the vehicle STILL is.
I rep**** and explained this in the email and nothing has changed on my app. The changes to the other vehicles were not made. I had to pay someone else to renew the licenses of the other vehicles.
So another week has gone by. This issue is not a priority to FNB and I might just move my banking to another bank. Really poor service and communication. The call center is a maze of buttons you need to push. On one call I had to enter my ID number 3 times. Consultants transferring me from one center to the other, back to where I started and every time I need to explain the problem again. I am now waiting for the next email to tell me to press the DELETE button WHICH I DON'T have. FNB, are you proud of this?