BW
Brian W
1 reviews | Active since Mar 2019
13 Nov 2019, 09:44
FNB Connect - Blacklisting - Poor Service Delivery
My phone that I took out on contract with FNB Connect was ****** on Sunday 10 Nov 2019. Monday morning (11 Nov) I sent in a request with FNB Connect to have the phone blacklisted - I was assured a 24 to 48 hour turnaround, by which I would receive the ITC number needed to complete an affidavit and claim from my insurer. Now 48 hours later, no ITC number, no update on my blacklisting request. Instead, I was told I will need to wait another 24 to 48 hours to receive an update on an escalation logged with the FNB Connect Team Leaders (not to receive the ITC number - just an update on my request).
How can such a prolific banking brand allow themselves such reputational damage in delivering such 2nd tier service quality in an industry that they are trying to build a reputable name for themselves.
Let me tell you this - the telecommunications companies of South Africa (and probably the whole world) are infamous for their "don't really care, as long as you pay us" attitude. What a shame FNB conforms to the same standard.
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Replies (3)
FNB (First National Bank)'s replyOfficial
13 Nov 2019, 12:42Good Day
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
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FNB (First National Bank)'s reply13 Nov 2019, 12:42
Official
Good Day
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
***
BW
Brian W's updateReviewer Update
14 Nov 2019, 16:10So an update on the awful lack of efficiency of one of South Africa's most trusted banks (supposedly):
All thanks to the previous Hello Peter review of mine (not thanks to the FNB Connect Department) - I was called with regard to my complaint and was told that FNB did not have the IMEI number for the ****** device. I gave every FNB Connect representative I ever spoke to since Monday ****h Nov) EVERY piece of information that was requested... NOT ONCE DID A SINGLE FNB CONNECT TEAM MEMBER ASK ME FOR AN IMEI NUMBER - it was only the complaints team representative that mentioned it to me. I immediately gave the IMEI number and was told I could expect a call the same day. Now the next day (72 hours after requesting the blacklisting) - I (emphasis on "I" because no FNB Connect staff member has EVER called me to provide ANY update) call FNB Connect to hear what is happening. Apparently, the request for blacklisting was only now sent through to Cell C and I have to wait another 24 to 48 hours for feedback on the matter.
In other words, it takes FNB Connect 5 days (120 hours) to blacklist a phone (that is assuming I don't get some garbage response when I call on the 5th day to get an update again). "We assure you you will receive the ITC number within 24 to 48 hours" they said.
All thanks to the previous Hello Peter review of mine (not thanks to the FNB Connect Department) - I was called with regard to my complaint and was told that FNB did not have the IMEI number for the ****** device. I gave every FNB Connect representative I ever spoke to since Monday ****h Nov) EVERY piece of information that was requested... NOT ONCE DID A SINGLE FNB CONNECT TEAM MEMBER ASK ME FOR AN IMEI NUMBER - it was only the complaints team representative that mentioned it to me. I immediately gave the IMEI number and was told I could expect a call the same day. Now the next day (72 hours after requesting the blacklisting) - I (emphasis on "I" because no FNB Connect staff member has EVER called me to provide ANY update) call FNB Connect to hear what is happening. Apparently, the request for blacklisting was only now sent through to Cell C and I have to wait another 24 to 48 hours for feedback on the matter.
In other words, it takes FNB Connect 5 days (120 hours) to blacklist a phone (that is assuming I don't get some garbage response when I call on the 5th day to get an update again). "We assure you you will receive the ITC number within 24 to 48 hours" they said.
BW
Brian W's update14 Nov 2019, 16:10
Reviewer Update
So an update on the awful lack of efficiency of one of South Africa's most trusted banks (supposedly):
All thanks to the previous Hello Peter review of mine (not thanks to the FNB Connect Department) - I was called with regard to my complaint and was told that FNB did not have the IMEI number for the ****** device. I gave every FNB Connect representative I ever spoke to since Monday ****h Nov) EVERY piece of information that was requested... NOT ONCE DID A SINGLE FNB CONNECT TEAM MEMBER ASK ME FOR AN IMEI NUMBER - it was only the complaints team representative that mentioned it to me. I immediately gave the IMEI number and was told I could expect a call the same day. Now the next day (72 hours after requesting the blacklisting) - I (emphasis on "I" because no FNB Connect staff member has EVER called me to provide ANY update) call FNB Connect to hear what is happening. Apparently, the request for blacklisting was only now sent through to Cell C and I have to wait another 24 to 48 hours for feedback on the matter.
In other words, it takes FNB Connect 5 days (120 hours) to blacklist a phone (that is assuming I don't get some garbage response when I call on the 5th day to get an update again). "We assure you you will receive the ITC number within 24 to 48 hours" they said.
All thanks to the previous Hello Peter review of mine (not thanks to the FNB Connect Department) - I was called with regard to my complaint and was told that FNB did not have the IMEI number for the ****** device. I gave every FNB Connect representative I ever spoke to since Monday ****h Nov) EVERY piece of information that was requested... NOT ONCE DID A SINGLE FNB CONNECT TEAM MEMBER ASK ME FOR AN IMEI NUMBER - it was only the complaints team representative that mentioned it to me. I immediately gave the IMEI number and was told I could expect a call the same day. Now the next day (72 hours after requesting the blacklisting) - I (emphasis on "I" because no FNB Connect staff member has EVER called me to provide ANY update) call FNB Connect to hear what is happening. Apparently, the request for blacklisting was only now sent through to Cell C and I have to wait another 24 to 48 hours for feedback on the matter.
In other words, it takes FNB Connect 5 days (120 hours) to blacklist a phone (that is assuming I don't get some garbage response when I call on the 5th day to get an update again). "We assure you you will receive the ITC number within 24 to 48 hours" they said.
BW
Brian W's updateReviewer Update
15 Nov 2019, 13:35THE FINAL UPDATE ON FNB CONNECT AND THEIR TERRIBLE SERVICE:
After hearing that FNB has yet again been unsuccessful in blacklisting my device (according to them my FNB sim card was not in the device - which it always was BTW). I got fed up and called the company that I left to join FNB Connect - Vodacom.
Now I have a very frustrated history with Vodacom - but was exceptionally impressed by the agent that helped me there. Turns out he could facilitate the blacklisting from Vodacom's side.
So there you have it - if you are ever considering contacting FNB Connect for some sort of assistance with regard to your account/device - don't... rather call any other company, hell, maybe even Home Affairs would solve your issue better than FNB.
After hearing that FNB has yet again been unsuccessful in blacklisting my device (according to them my FNB sim card was not in the device - which it always was BTW). I got fed up and called the company that I left to join FNB Connect - Vodacom.
Now I have a very frustrated history with Vodacom - but was exceptionally impressed by the agent that helped me there. Turns out he could facilitate the blacklisting from Vodacom's side.
So there you have it - if you are ever considering contacting FNB Connect for some sort of assistance with regard to your account/device - don't... rather call any other company, hell, maybe even Home Affairs would solve your issue better than FNB.
BW
Brian W's update15 Nov 2019, 13:35
Reviewer Update
THE FINAL UPDATE ON FNB CONNECT AND THEIR TERRIBLE SERVICE:
After hearing that FNB has yet again been unsuccessful in blacklisting my device (according to them my FNB sim card was not in the device - which it always was BTW). I got fed up and called the company that I left to join FNB Connect - Vodacom.
Now I have a very frustrated history with Vodacom - but was exceptionally impressed by the agent that helped me there. Turns out he could facilitate the blacklisting from Vodacom's side.
So there you have it - if you are ever considering contacting FNB Connect for some sort of assistance with regard to your account/device - don't... rather call any other company, hell, maybe even Home Affairs would solve your issue better than FNB.
After hearing that FNB has yet again been unsuccessful in blacklisting my device (according to them my FNB sim card was not in the device - which it always was BTW). I got fed up and called the company that I left to join FNB Connect - Vodacom.
Now I have a very frustrated history with Vodacom - but was exceptionally impressed by the agent that helped me there. Turns out he could facilitate the blacklisting from Vodacom's side.
So there you have it - if you are ever considering contacting FNB Connect for some sort of assistance with regard to your account/device - don't... rather call any other company, hell, maybe even Home Affairs would solve your issue better than FNB.