1 reviews | Active since May 2020
FNB Connect SIM is disingenuous
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. 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. 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.
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 received a call from a Mr. Lime Seti who apologised profusely as to how I was treated unfairly by FNB. He said that he will personally looking into my complaint with an aim to getting me back on my prior package. He was to speak to management.
Yesterday it disappointing that I received a follow up call from Mr. Seti to say that he spoke with management and they disagree for my package to be reinstated as the system would automatically default it to pre paid tariff.
I told him that I prefer to be back on the ProMax Package of R399 because had it not been for that agent who supposedly called me with good news; my telecommunicate lifestyle was better then. What's alarming is that the call has still not been forwarded to me where the FNB Connect agent promised me the world of enjoyment with my discounted tariff.
This is absurd that there is no way that FNB being a bank who banks on digital domination cannot get my FNB Connect package to the R399 ProMax again.
As I mentioned originally, FNB Connect is a very disconnected segment which does not honour customer values and client centricity.
It's now 7 days that I am unable to make calls from my FNB Connect SIM !!!!!
I received a call from a Mr. Lime Seti who apologised profusely as to how I was treated unfairly by FNB. He said that he will personally looking into my complaint with an aim to getting me back on my prior package. He was to speak to management.
Yesterday it disappointing that I received a follow up call from Mr. Seti to say that he spoke with management and they disagree for my package to be reinstated as the system would automatically default it to pre paid tariff.
I told him that I prefer to be back on the ProMax Package of R399 because had it not been for that agent who supposedly called me with good news; my telecommunicate lifestyle was better then. What's alarming is that the call has still not been forwarded to me where the FNB Connect agent promised me the world of enjoyment with my discounted tariff.
This is absurd that there is no way that FNB being a bank who banks on digital domination cannot get my FNB Connect package to the R399 ProMax again.
As I mentioned originally, FNB Connect is a very disconnected segment which does not honour customer values and client centricity.
It's now 7 days that I am unable to make calls from my FNB Connect SIM !!!!!