FNB credit card divison happily receives money not for them!

Item: FNB (First National Bank)
Rating: 1
Author: Cassandre F

Yeaterday I made two deposits at the ATM in a rush, clicked on my accounts and then again on what I thought was my Gold Fusion account( due to the fact I only have one active account currently)...but as it turns out....it was my old closed Gold credit card account....why is that an option at the ATM when the account was closed over a year ago? It's not an option on the Banking app or online, and ome one your secure chat people tried to assist me. When I tried to transfer the money back from that same account it is greyed out on the ATM screen this morning?? So FNB credit card division is happy to take money into a closed account but has not provided the Branches with the power to rectify this mistake? You have taken the power away from the helpful staff who are happy to assist me but have their hands tied by your Credit Divisions red tape? Very unhappy with the FNB credit card division service, no way of actually talking to a person who is able to assist me with my transfer request to sort out an issue...only available on email and will have to wait for them to get back to me? And it may take 7-10working days to rectify this problem....not taking into account your 24-48hr turn around time from registering a complaint??? It is shocking that with today's technological advances, customers are limited to being a reference number and no longer a loyal customers for 25years? Much better personalised service with Standard Bank and Absa....maybe it's time to take my last account over to them as well??

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Cassandre F's updateReviewer Update

28 Jun 2020, 10:07

FNB has still not sorted this issue out to date, promises made have not been fulfilled and no response via emails or telephonically. Natasha Adolph who was the complaints personnel assigned my complaint has not responded since the afternoon of Wednesday 24th June. She explained that she would put an urgent request through so that the money accepted by your credit card department would be reversed to my gold fusion account by the afternoon of the latest Friday 26th june. I have emailed Natasha on Wednesday as requested with no response to confirm receipt, Frdiay I then called the number she called me on and left a voicemail, I emailed her to check on the progres or feedback....no response to date. I resorted to calling the FNB Credit card customer centre and the consultant t tried to assist me but knew kf the systems was down so she could not check any notes or progress for me...she however emailed natasha for me to check on the progress?? Still no response. So you junk kn calling and making promises to customers to look as if you are "helping "...but in fact it is empty promises with no follow through once again. I await and actual response with a result. Not that I am shocked that this...this isn't the first time no response has been received on a complaint....par for the course FNB!!
In another point....no emails direct to your FNB card divison have been responded to more than 49 hours after the complaint!!!!?????

Cassandre F's update28 Jun 2020, 10:07

Reviewer Update