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Thembi C

1 reviews | Active since Mar 2018

04 Mar 2018, 07:27

FNB Connect- Day Light ******s

Hello Peter

FNB has debited money from my account for an FNB Connect account for what they call 'out of bundle' charges. I have called and mailed about the query multiple times and to date I have not received feedback on what was charged for the out of bundle or the agreement which I made for the out of bundle data package. At some point, I called them thrice telling them I don't want anything extra than what I am paying for- which is R 269 monthly for a Samsung J7 Prime, getting 'free' 100mb data and 50 call minutes.

As of Friday morning, FNB debited an amount of R 400.67 and another for R 390.24 from my account. Until FNB can show me the out of data usage that they require me to pay for and where I agreed to the out of data package I want every last cent of my money back.

Peter, please help.

0
Replies (8)
FNB (First National Bank)
FNB (First National Bank)'s reply05 Mar 2018, 09:28
Official

Good day T. Chawana,

I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.

Your complaint has been referred to FNB Connect for investigation and resolution. I have requested that they provide feedback.

Complaint reference number ***NF was issued for your complaint.

Regards,

Hello Peter Complaints Team

*** (option one)

TC
Thembi C's update07 Mar 2018, 11:15
Reviewer Update
Hello Peter Two business days later and no luck from FNB for my query. Thanks to Hello Peter I got as far as receiving a ref number from FNB Connect ( ********** NF) with the promise of getting a call back but no leads to date. I have called about four times this morning, I just get sent from the one end to another- I have been given names and told they'll escalate the query however, nothing still. Peter, please help.
FNB (First National Bank)
FNB (First National Bank)'s reply07 Mar 2018, 12:06
Official

Good day T. Chawana,

Thank you for your posting.

I am disappointed to hear that your complaint had not been resolved. I have escalated your comments to FNB Connect and have requested that they be in contact with you.

However I have reviewed your complaint and noted that an email was sent to you advising you that FNB Connect is trying to make contact with you. . Kindly provide me with the number you can be contacted on as well as a suitable time.

When responding with your personal details please select Private Reply.

I do apologise for the frustration caused.

Regards,

Hello Peter Complaints Team

*** (option one)

Your comments has been escalated to FNB Connect

FNB (First National Bank)
FNB (First National Bank)'s reply09 Mar 2018, 09:35
Official

Good day T. Chawana,

Your comments has been escalated. Please advise if you had been contacted and if the matter had been resolved.

Regards,

Hello Peter Complaints Team

*** (option one)

TC
Thembi C's update09 Mar 2018, 14:47
Reviewer Update
Hello team I have been contacted by FNB. The matter is almost resolved. I have been sent a text that the refund has been initiated, the money just needs to reflect in my account and I'll be a happy chap again. Hello Peter team you guys are absolute champs, thank you. I'm greatful for the help.
FNB (First National Bank)
FNB (First National Bank)'s reply10 Mar 2018, 09:01
Official

Good day T. Chawana,

Thank you for your posting.

I have confirmed with FNB Connect and they have advised that the refund had been processed and that it should be reflecting in our account.

Please accept our apologies for any inconvenience and frustration caused.

Regards,

Hello Peter Complaints

Naomi Petersen

*** (option one)

TC
Thembi C's update12 Mar 2018, 11:51
Reviewer Update
Hi Naomi The refund has been processed and the money made it into my account. Thank you!!
FNB (First National Bank)
FNB (First National Bank)'s reply12 Mar 2018, 12:05
Official

Good day T. Chawana,

I am glad to hear that you were assisted and that you are happy with the resolution. It was a pleasure to have been of assistance to you.

Regards,

Hello Peter Complaints

Naomi Petersen

*** (option one)