FNB Connect does not treat clients fairly

29.10.20 I would to share my disgust around a matter with FNB Connect who have failed to honour my claim of reinstating my FNB Connect services since 01/10/2020.

It is now 29 days since I am yet to be able to use the services.

All I get is feedback to say that management are still delayed with their correspondence as they need to vet it with their legal department first; this after I made an attempt to record this case of treating a client unfairly with the Ombudsman for Banking Services.

Their complaints agent Lime Seti keeps on apologising on management's behalf. He states that management are not able to set me back to the R399 package which I was happy with.

I am now claiming my patronage of wasted expenditure of R4308 since 01/10/2019 to 30/09/2020 all due to the consultant who presumably sold me a package which was discounted and to my horror had terms and conditions in it which I was not aware of and it has now jeopardised my communicational ability and restricted me from the benefit of which I was reliant on.

I am yet to date to receive a copy of the recorded call when the FNB Connect Consultant "sold" me the "discounted package" with "better" benefits.

FNB Connect is a very disconnected segment which does not honour customer values and client centricity. I was introduced to the FNB Connect SIM option whereby I could make multiple calls and enjoy the freedom of communicating with my friends and family. I moved my bank account to FNB and the FNB Connect opportunity was established; all to my dismay. I was on the R399 p.m. FNB Connect package which allowed me 4000 minutes to call and with that 120mb data usage and 50sms'

Then I receive a call; around October 2019, from the FNB Connect calls center and the agent tells me that they are offering me a discount on my package with more advantage. He said to me that the call is recorded and that it is a legitimate offering whereby for R359p.m. FNB Connect package. The agent stated that I could avail of unlimited calls to any network and with that 1gig of data and 100sms' per month. I was overjoyed with the offering and accepted it.

01 October 2020; I realised that I was unable to make outgoing calls. I checked my balance by dialing *147# Self Service and learnt that I have Airtime -R3.48 Voice: 0 MIN Anytime Data: 0 MB Nite Data: 0 MB SMS: 0 SMS

This was alarming so I contacted the FNB Call Connect Call center and spoke with Zanele Khumalo who told me that my services from FNB Connect has been terminated due to my breaching their unfair usage policy. I informed Zanele that I was not aware of this and queried why such a sudden prejudice against my patronage all this while for 12months. I requested for the recording of the original call when I was offered the 'discounted offer" and she could not provide that to me. Zanele escalated the query Ref: Escalation: 492169 and said that a person would call me on this reference no: RT***. I then received a call, on 02/10/2020, from Tracey Billings who said to me that there is nothing that they can do about my terminated services and said that I should wait for 6 months before I can avail of the package I was on (R359p.m. or even R399p.m.) She too was not able to send me the recording of the call for when the agent call me with the discounted special offering. I told her that there was no mention of such fair usage policy during that special offer call to me to which Tracey rep**** that I would have received a SMS and in there was the notification of the terms and conditions where it also depicted the fair usage policy. The FNB Connect agent did not tell me that I should open the SMS link to agree to the fair usage policy at all. He said to me that I would be paying the lower R359p.m FNB Connect package. I was enjoying the privilege of this service for 12 months and then it suddenly becomes terminated and due to the response from both Zanele Khumalo and Tracey Billings; I am reconsidering my patronage to FNB with regards to my banking portfolio! This is not great service and client centricity at all!!!!! I was then contacted by Mr. Lime Seti to state that management are not agreeing to place me back onto the existing package due to a technical glitch in that the system would recognise that it’s the same customer with the same bank account which is to be debited again. I then told Mr. Lime that I do have another bank account and gave him those details. He then came back to me to state that management has agreed to placing me back onto the R359 FNB Connect package on the existing bank account to be debited. I reiterated that I was not happy with that as all along I was enjoying the R399 FNB Connect package until their FNB Connect call center agent promised me the world in that I would not enjoy a discounted package with better opportunity in that it would enable calls to any network and with that receive 1gig of data and 100sms’ per month to use.

Mr. Lime called me again on 14/10/2020 and stated that management are not able to place me back onto the R399 FNB Connect package and stated that FNB will be calling all its customers who are using the R399 FNB Connect package. As a loyal client of FNB, I hereby state that I have been prejudiced and was not treated fairly. I have been disadvantaged for 29 days without having the R399 FNB Connect package of my preference and this had hampered my ability to communicate freely with my friends and family.

Surely there is someone who can listen to the unfair treatment of a FNB Client?

#treatclientsfairly #FNBdoesnottreatclientsfairly