FNB CONNECT PROBLEMS

TO WHOM IT MAY CONCERN

In July 2019,i took out 2 TOP UP XS packages(R50pm) for my daughters,which had the following: 30 min.airtime. 100mb data. 30 sms's. (This package was to be loaded on the 1st.of every month)

INCLUDED IN THAT PACKAGE WAS BONUS AIRTIME...

60 min.airtime 120 mb.data. 60 sms's. (This package,i was initially told by consultants at the call centre,would be loaded by the 18th.of the month,but was loaded by the 09th)

From the very onset,i was misled/misinformed about this contract.By the consultant at the bank and by the call centre agent.It seems that both were not aware of how the contracts work.

Immediately after signing the contracts,and 5 minutes after leaving the bank,my wife and i were debited R115.00 and R111.00 respectively,which the consultant failed to inform us.

After contacting the call centre,i was informed that i was billed for 2 months in advance,which was astonishing as i had not received the airtime as yet but was already billed for it.

Every month,i had to contact the call centre to find out why the bonus airtime or contract airtime was not loaded.One month i get told that the airtime is not loaded by an individual but by a computer system. This so called computer system loaded the airtime into another sim card on my wifes account.When i spoke to a team leader he said that he will escalate this matter to have the airtime reversed....I AM STILL WAITING FOR THAT TO HAPPEN...

On 22 October 2019,i contacted the call centre and spoke to a lady Nonku.I enquired about my daughters contract airtime and she says that the airtime was loaded on the 1st. October 2019.I told her that i checked the account history on the FNB app and no airtime was loaded on the 1st...The only airtime that was loaded was the bonus airtime which was loaded on the 09th October 2019.

She was totally confused as to what i was saying,telling me that the bonus airtime had expired on the 09th October 2019...when in fact it was only loaded on that specific day.

The following week i contacted the call centre to confirm if the contracts have been cancelled,only to find out that they had not....I had to explain to Nkosana what had transpired and was given 2 cas numbers(which were not issued by Nonku)the week before. CAS 390959 CAS 390960.

The biggest mistake i have made was to port over to FNB CONNECT.From the onset i was misled and misinformed by the bank consultant and call centre agents who were oblivious as to how the contracts work.At times i was put on hold for 32 minutes while she tried to get hold of a team leader to talk to me.I eventually disconnected the call.

I have cancelled both my contracts with FNB CONNECT and will NEVER again take a cellphone contract with FNB.Maybe FNB should rather stick to banking and leave the cellphone business to the professionals and definitley send their call centre staff on customer service courses as some of them do not belong in a call centre.I just hope that i do not have issues porting away from FNB CONNECT.

It is absolutely disgusting,the manner in which these FNB CONNECT packages are being handled.I wonder how many other customers have experienced similar issues but have not bothered to complain about their issues.It's true what they say..."If a deal is too good to be true,it probably is'nt."

VJ MAHARAJ. ***.

DISGUSTED (EX)FNB CONNECT CUSTOMER.