1 reviews | Active since Feb 2010
FNB Connect The Worst Provider In South Africa - Shocking!
<p>I am apalled by the service and attitude of FNB Connect. FNB should stick to what it is good at, banking, and leave the telecommunications to the telecommunications companies.</p> <p> </p> <p>On 7 July 2017 I got an FNB Connect Sim Card and I was so excited! I then had countless problems with no signal service and had to call FNB as many as three times a day. All to be told that a call would be logged, but I can't speak to the actual people who dealt with the issue because their lines only make outgoing calls. Nevertheless, after 2 weeks I gave up and did a SIM Swap and finally the phone worked. NO THANKS TO FNB.</p> <p> </p> <p>But then even worse! On the same day, I requested my 2 Sim's to be migrated to the FNB Flexi Contract and I was told everything was done. It was supposed to take effect from 1 August 2017. When I checked my account on 2 August 2017, I saw I was still on Pre-paid. When I asked why, they said somebody tried to call me to do a credit check but couldn't get hold of me so they closed the migration... the reason they couldn't get hold of me?... Because my Sim didn't work (that I had spent 2 weeks trying to sort out) and the second Sim is in an iPad!!! Did they contact the alternate number? No.</p> <p> </p> <p>So what now? I have been told that I can have it activated immediately, but that I will have to pay the monthly fee plus pro-rata. What? Because of no fault of my own, FNB tells me I must pay DOUBLE for the month to get something that should have been activated 4 days shy of a month ago?</p> <p> </p> <p>Then they have the further nerve to tell me that they can activate it from 1 September 2017, but that I will then be on prepaid (which has substantially higher data costs and would cost me the double amount they want me to pay anyway). What nerve!</p> <p> </p> <p>So, because FNB messed up, the customer must pay for it?! Does that sound like good customer relations? Would you, or anybody, want to be told that they must pay for somebody else's mistake?!</p> <p> </p> <p>I hope this review serves as a warning to consumers, and I hope FNB realises the apalling and atrocious manner in which they handle the problem and pass the buck to the customer. All they clearly care about is making money and not making the situation right.</p> <p> </p> <p>To the FNB CEO... I hope you get to read this and I hope you get to see the way in which your clients (Premier Clients at that) are treated. I hope the CEO takes note, and I hope the CEO resolves this problem. If the CEO doesn't care enough about the corporate image of the company and its ranking, then so be it. Sad.</p>
Good Day,
I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.
I have noted that complaint reference *** was issued for your complaint.
The complaint was referred to the relevant department and I have requested that they provide assistance and to make contact with you to address your concerns.
I again apologise for any inconvenience caused.
Kind Regards,
Hello Peter Complaints
Naomi Petersen
*** (option one)
Good Day,
I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.
I have noted that complaint reference *** was issued for your complaint.
The complaint was referred to the relevant department and I have requested that they provide assistance and to make contact with you to address your concerns.
I again apologise for any inconvenience caused.
Kind Regards,
Hello Peter Complaints
Naomi Petersen
*** (option one)
I have still not received a phonecall from a Mr Arnold Romain who promised yesterday that he would call me back within 24 hours. Our phone conversation ended at 14:53 on 3 August 2017. It is now 14:50 on 4 August 2017, 24 hours later. When I tried to call him back I am informed that he went out for lunch and will only return around 16:00.
It is now the weekend and I have been trying since Tuesday 2 August 2017 to have this issue resolved! Can nobody assist a customer? Is this lelvel of service to be expected from FNB, that when somebody commits to provide feedback and then they do not do so? I now probably have to wait until next week! This is UNACCEPTABLE!
I am disgusted and appaled by this level of ineptitude!
I have still not received a phonecall from a Mr Arnold Romain who promised yesterday that he would call me back within 24 hours. Our phone conversation ended at 14:53 on 3 August 2017. It is now 14:50 on 4 August 2017, 24 hours later. When I tried to call him back I am informed that he went out for lunch and will only return around 16:00.
It is now the weekend and I have been trying since Tuesday 2 August 2017 to have this issue resolved! Can nobody assist a customer? Is this lelvel of service to be expected from FNB, that when somebody commits to provide feedback and then they do not do so? I now probably have to wait until next week! This is UNACCEPTABLE!
I am disgusted and appaled by this level of ineptitude!
Good Day,
Thank you for your posting.
I have escalated your comments to Premier Resolution Centre and have requested that they be in contact with you,
I do apologise for the frustration caused.
Regards,
Hello Peter Complaints Team
*** (option one)
Good Day,
Thank you for your posting.
I have escalated your comments to Premier Resolution Centre and have requested that they be in contact with you,
I do apologise for the frustration caused.
Regards,
Hello Peter Complaints Team
*** (option one)
I asked to speak to Mr Romain's supervisor, but was told that he was away (Mr Ronald Smith), I then asked to speak to Mr Smith's supervisor and was to that he too is not at the office, an Aubry Bosch. So the floor supervisors are not being supervised and they cannot do anything other than utter the words "We'll have to escalate it". I've heard those words every day multiple times a day for a week now.
We are now well on our way to building an escalator to the moon with the number of times I've been told it will be escalated.
I don't want it escalated anymore, I want it RESOLVED! Is that too much to ask for?!
I asked to speak to Mr Romain's supervisor, but was told that he was away (Mr Ronald Smith), I then asked to speak to Mr Smith's supervisor and was to that he too is not at the office, an Aubry Bosch. So the floor supervisors are not being supervised and they cannot do anything other than utter the words "We'll have to escalate it". I've heard those words every day multiple times a day for a week now.
We are now well on our way to building an escalator to the moon with the number of times I've been told it will be escalated.
I don't want it escalated anymore, I want it RESOLVED! Is that too much to ask for?!
This is disgusting!! No response from the Call Centre (Ms Naoimi Petersen said she would call me back but didn't). No Call Back from Mr Romain who promised on his word that he would call me back in 24 hours. It has now been 26 hours with no response. Mr Arnold Romain is a ****! A ****, don't trust that man if you are ever transferred to him!
Then another manager Ms Mkhize said she would call me back by 16:00. It is now 16:40, not a word.
I now have no phone for the weekend, and I was told "We suggest you call back on Monday."
Seriously?!!!! I have been calling since Tuesday. Now I get told 'we're going to have a lekker weekend, but don't give a toss about you, but we're going to lekker jol'.
This is dispicable! Where is the sense of responsibility? Morality? Customer service?
Banking ombudsman here I come, obviously FNB doesn't care enough by themselves, with the following names:
Ellen,;
Lumelele;
Arnold Romain;
Hoangiwue Mkhize;
Ronald Smith;
Aubry Bosch;
Naomi Petersen.
This is disgusting!! No response from the Call Centre (Ms Naoimi Petersen said she would call me back but didn't). No Call Back from Mr Romain who promised on his word that he would call me back in 24 hours. It has now been 26 hours with no response. Mr Arnold Romain is a ****! A ****, don't trust that man if you are ever transferred to him!
Then another manager Ms Mkhize said she would call me back by 16:00. It is now 16:40, not a word.
I now have no phone for the weekend, and I was told "We suggest you call back on Monday."
Seriously?!!!! I have been calling since Tuesday. Now I get told 'we're going to have a lekker weekend, but don't give a toss about you, but we're going to lekker jol'.
This is dispicable! Where is the sense of responsibility? Morality? Customer service?
Banking ombudsman here I come, obviously FNB doesn't care enough by themselves, with the following names:
Ellen,;
Lumelele;
Arnold Romain;
Hoangiwue Mkhize;
Ronald Smith;
Aubry Bosch;
Naomi Petersen.