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Eagan S

1 reviews | Active since Feb 2019

21 Feb 2019, 10:49

FNB - Customer Service is very poor - Call Centre Agents that I spoke to WOW! Dissapointed.

Hi, I opened an EasyAccount with FNB while still having my GoldAccount with them, I opened the account via phone call (FNB phoned me), they opened the account and the lady I spoke to, I clearly asked her not to link this account to my app. I have no idea if they can't or if they're able to do so but this lady just said okay. I am so used to transferring money from my cheque to savings pocket from savings pocket to cheque, I then transferred money into my cheque account and guess what, I never saw that the money went into my new savings account. So I transferred the money by mistake, and I clearly asked for that account not to be added to my app. I phoned FNB and I waited so long on the line and when I eventually got hold of a call agent, they transferred me everywhere within FNB I think I went through all their useless departments no one could help up until I sent a complaint, then a lady by the same "Seipati Mmbengeni" responded... "Kindly reply to this mail with your clear ID copy and proof of address not over 3 months in order for us to validate your account." and my response was... "I do not have a proof of address other than FNB I do not receive any posts other than FNB, I am renting."... The Seipati Mmbengeni rep**** with... "Kindly provide us with a proof of address of the person you stay with, and have that person to complete the attached form. Please return the form, proof of address and your clear ID copy and we will refer to our fulfillment department to validate your account. "... I sent her the documents yesterday, and her response was... "Please be advised that we have referred to our fulfillment department to validate your account and we will revert with feedback ."...

Till now she/he never responded to an email I sent asking how long this will take because the I need in that account is very urgent, I need it. No response, I called the contact centre again and guess what they transferred me back to I do not know where and I had to hold the line, till I was transferred back to the waiting queue "Customer Service" I had to enter my ID number like a few times, which was very frustraiting.

FNB I really ran out of patience with you guys, I have no idea what to do anymore, if you guys do not understand urgent then I have no idea what you guys think of your customers. This has been going on since last week, and it continues this week.

All I want is for you guys to either activate my account since you guys received the requested documents so that I can mind my own business and be happy again, or you guys can close all accounts I have with you guys at this stage, I have already cancelled the law on call **** they were also useless and now this.

CAN SOMEONE PLEASE HELP ME! I AM TIRED OF THIS NOW i CAN'T SPEND DAYS BEING GRUMPY/ANGRY BECAUSE OF A BANK. PLEASE

0
Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply21 Feb 2019, 12:42
Official
Good Day, 

Thank you for taking the time to bring this to our attention. We would like to sincerely apologize for all the inconvenience caused. 

A formal complaint has been re logged on your behalf and referred to the relevant department with ref :  ***NF  who will investigate and provide you with feedback. 

Kind Regards, 
Hello Peter Complaints Team 
*** (option one)
ES
Eagan S's update21 Feb 2019, 15:14
Reviewer Update
FNB called me back, a lady named Firdoze Khan called me from the complaints department, she was nice and very understanding. She explained that someone will get hold of me to resolve this problem, I sent her the documents to forward directly to the department investigating this. I have promised her that if she can help solve this problem I would turn this 1 star into a 5 star, yet I am not mad at her, but now the guy that called me asked me to send him the documents because no documents were attached to the complaint he had received. Tevin Petersen called me, and strangely he will forward the same documents I sent to ********** to the exact same email address: ********** I sent those documents yesterday already and I explained to him I have not received any feedback, he than advised that he will call the KYC department to make it a matter of urgency, now the thing that worries me is the fact that he could not answer me straight because he first said "if" they get back to him he will get back to me??? So I asked him "So if they do not get back to him that means he will not get back to me" he then said "when" they get back to him he will get back to me and he knocks off at 4pm and he will get back to me before he leaves to tell me... "Whether they got back to him or not". HelloPeter is there maybe no way of escalating this to higher level? because this is rediculous! Really this is. I had gone through most of FNB's departments since last week, wait 10 to 20 minutes for your calls to be answered, once you get hold of them they send you through all departments to go right back to the start, you send documents and guess what your documents do not reach whoever it's supposed to reach, I have sent the documents to ********** then to ********** then to ********** then to ********** and guess what fnb Sales and Recovery will send the documents ********** and the email came back as... "RE: ********** Good day Eagan Smith Thank you for your email. Please note we have escalated your email. Regards, Yandiswa Gqokoma | Service Recovery Consultant | FNB Chief Risk Office Enterprise Complaints | First National Bank 6th Floor 5 First Place Bank City, 9 Kerk Street, Johannesburg | E-mail: ********** | Web: www.fnb.co.za Tel: ********** | Find us on all major social media platforms." They have escalated my email/documents again. This is really rediculous hey, then FNB have the nerve to ask me to rate Tevin Pietersen's call. ALL I WANT IS FOR FNB TO REMOVE A HOLD FROM AN EASYACCOUNT I OPENED WITH THEM VIA THEIR SALES AGENTS. ALL I WANT IS FOR FNB TO REMOVE A HOLD, SOMETHING AS SIMPLE AS THAT. CAN SOMEONE AT FNB WHO REMOVES HOLDS ON ACCOUNTS PLEASE ASSIST WITH THIS URGENTLY. IF THIS IS HOW FNB TREATS THEIR CUSTOMERS (THE SMALL CUSTOMERS) THEN I AM DONE WITH THIS BANK, REMOVE THE HOLD SO THAT I CAN MAKE A SIMPLE TRANSFER AND THEN WOULD LIKE TO CLOSE ALL ACCOUNTS AT FNB. I HAVE NO AIRTIME BECAUSE FNB TOOK THAT AS WELL! NOW I NEED TO USE THIS PLATFORM.