FNB Connect - No Service

<p> </p> <p>My experience with FNB Connect, has been disaterous since the inception of<br />the agreement on 8 March 2017, on which date I app**** for the Postpaid<br />Unlimited Voice option with 2gigs recurring data in branch, FNB Fourways.</p> <p>Later that day, I received an approval sms, stating that my TOP UP PLAN was<br />approved. I immediately contacted FNB and advised that it is the incorrect<br />plan (due to a call centre agent, telling me to dial *147*10#. This<br />essentially routed the incorrect package application via USSD. Later that<br />afternoon, I was contacted by a gentleman in your migrations department,<br />stating that an immediate migration would be scheduled and effected within<br />12 hours, but not stipulating 12 BUSINESS hours. During *this *time, I<br />experienced extreme frustration, dealing with incomepetent call centre<br />agents, with many excuses and supposed escalations. My last phone call to<br />FNB (147) on Friday 10 March 2017, led me down the wrong prompt options, in<br />which I managed to accidentally block my sim card. Long story short, sim<br />card got "unblocked" many hours later.</p> <p> </p> <p>On the 16th of March 2017, my husband and mom mentioned that they cannot get hold of me.<br />We established that I can make phone calls , but<br />could in fact not receive calls or smses. The caller would simply<br />see "Call Ended" on their screen, without any call connection on my phone.</p> <p>It has taken me 34 odd phone calls, a trip to dotFNB on Saturday morning and a sim<br />swap to try and sort this issue out. No one knows what the issue is as<br />everything looks like it is activated on your side. The gent at dotFNB<br />tested the sim in another phone on premise and establised that it is indeed<br />the sim and not the device (it is a brand new smartphone). I was yet again<br />told that the matter had been escelated and may only be<br />rectified this week. Unfortunately I cannot wait any longer. The issue is still with your technical team, 6 days after logging the issue of no calls and smses.</p> <p>I think I have given FNB fair opportunity to retain me as a client, even<br />after everything your company has put me through. </p> <p> </p> <p>On the 18th of March 2017, I requested a Port Reversal which was only effected on the 22nd of March 2017, after I was yet again told that it would only take 24 business hours.</p> <p> </p> <p>Based on service incompetence and non service delivery, I rendered my cancellation with<br />FNB without any cancellation penalties. It was2 days after my cooling off<br />period when I subsmitted my cancellation, although I told FNB Connect that I wish to cancel on Wednesday 15 March 2017 (within the<br />cooling off period - record of such is on your system REF 75969). Should<br />you not be in agreement with such, kindly advise so that I may present my<br />case with supporting evidence to Ombudsman for Banking as well as the<br />National Consumer Commission.</p> <p>Should you accept it, kindly reimburse me the prorata amount charged for<br />the remainder of the month.</p> <p> </p> <p>Today is the 22nd of March 2017 and I have not yet received feedback regarding my cancellation of services. Cancellation was sent via email to FNB Connect on 18th of March 2017 at ********** ********** ********** ********** <p> </p> <p>You are welcome to correspond via email.</p> <p> </p> <p>Regards,<br />Mrs van Son</p>