JD
Jaco D

1 reviews | Active since Apr 2012

24 May 2018, 16:49

FNB Connect will not cancel flexi package immediately - 4 month delay because of roaming...

FNB Connect does not allow me to cancel my SIM immediately. I am on a Flexi month-to-month contract. They are forcing me to be on a downgraded package for 4 months because I activated/used International Roaming!

FNB's explanation: "...roaming usage can be delayed from 3 to 4 months depending on the service provider you chose to roam on. Within this delay, we cannot cancel the flexi package until the 4 months has elapsed."

I never agreed to these terms when I activated International Roaming and I can't find any warnings on their website where you can activate it. FNB you need to provide me with the fine print where this is explained on any contract I have signed with FNB. If I never agreed to these terms then it is clear that I have signed a contract somewhere that allows you to change the terms of our contract without notifying me.

0
Replies (2)
JD
Jaco D's update24 May 2018, 17:12
Reviewer Update
I've discovered something about the delay on FNB's Terms and Conditions: "- There may be up to a 4 month delay in call, data and SMS charges reflecting on your invoice" However this does not explain that they will still keep you tied to a lower tier package if you request a cancellation during this period of delay... FNB, you need to show me the fine print so that I know where I've agreed to having to stay on a package and not being able to cancel during this delay.
FNB (First National Bank)
FNB (First National Bank)'s reply25 May 2018, 09:39
Official

Good day Jaco,

I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.

A formal complaint has been logged on your behalf and has been routed FNB Premier Resolution Centre for investigation and resolution. I have requested that feedback be provided.

Your complaint reference number is ***NF.

Again I apologise for the inconvenience and frustration caused.

Regards,

Hello Peter Complaints

Naomi Petersen

*** (option one)