FNB Connect – atrocious product knowledge ... part 1

<p>At the end of August I went to FNB to speak to an FNB connect consultant about moving from Cell C to FNB connect. She was very helpful. She advised me to go to Cell C and switch from contract to pay as you go. Once done, I was to come to the Cresta FNB branch and port my wife’s number and mine. I explained that I used the phone but it was registered in the business. She mentioned that the FNB terms and conditions made provision for individual use but also allowed for businesses to be billed if certain conditions were met.</p> <p>On the 31st of October I went to FNB to port the numbers and switch to FNB connect. I was told that I could not convert and bill the business. Calls were made to FNB connect’s call centre. My understanding is that they told the consultant that my transaction could not be completed, because it would not meet the terms and conditions. I then proceeded to go home and download the terms and conditions. Please feel free to click on the link below and refer to point 4.4.</p> <p>https://www.fnb.co.za/downloads/mvno/UnlimitedVoice-TermsandConditions-24August2016.pdf</p> <p> </p> <p>I returned to FNB after having downloaded the FNB Connect Unlimited Voice terms and conditions. At first I was told the terms and conditions are wrong?!?!?!? “Really” I said? “It was downloaded off your website. The consultant kept me waiting for 1h23, discussions were had with the branch manager and some guy called Steven. I was told “we are making calls and will get to the bottom of this before close of business and call you back”. I confirmed that they had my number. 24 hours later I still have no feedback.</p> <p> </p> <p>1st October, first visit, the consultant and the manager were not there. </p> <p>1st October, second visit. Steven was sent to deal with me. He told me that the terms and conditions do not make provision for my request. Re directed me to read point 4.2 which reads:</p> <p>4.2. This promotion excludes International Roaming and voice calls to non-qualifying numbers/services. Non-qualifying numbers/services include, but are not limited to premium rated numbers, international numbers, toll-free numbers, sharecall numbers, smartaccess numbers, Wi-Fi calling, video calling and VoIP.</p> <p>He said there for it cannot be for business?!?!?!?!? Seriously?!?!?!?!? Is this a joke I asked? I then read him the appropriate clause no less than 4 times he was adamant that I was wrong.</p> <p>4.4 As this promotion is for the benefit of private individuals for private use purposes, where an unlimited voice promotion is taken up in the name of a business or a sole proprietorship, the following rules apply: …</p> <p>As you can see from the above, provision is made for persons like myself. To be told that I am wrong when I have one of your own legal documents supporting my claim in my hand, is belittling and is a proof reflection on FNBs ability to train their staff correctly and more so on the staff at Cresta who can’t seem to communicate to the correct channels and resolve a conflict even when provided to supporting documents.</p>