rR
romeobosman R

1 reviews | Active since May 2016

16 Mar 2018, 14:52

FNB Disconnect Depleted 8 days after recharged day.

November 2017 I took two products from Fnb connect online , A ZTE route with 1Gig for R99 a month plus a Huawei P9 phone and the system asked if I wanted a simcard for the phone and I chose no. I tracked my stuff and finally the day came that the stuff arrived and I notice that the phone had a simcard with a once off 30 Gig activation promotion and I smiled. When the data finished end December 2017 I received sms from FNB connect to finished the data as a warning. I started the new year with two simcard and one didnt work and so I switch the card and the second one worked. I though to myself yes the one wont work because it was mos just for the once off 30 Gig and I continued with the working simcard. On the 8 of February 2018 I received a statement from FNB connect that I owe R395 for the month of January 2018 and I was like okay you have two card maybe I over used one. I wasnt happy and called fnb connect and spoke to a lady and her explanation is that one simcard is open meaning when my data is finished it start using my airtime and I said to her I dont have airtime I only have one active simcard of the ZTE wich is R99 a month how can I now pay 4 times that amount thats like 7 Gigs how did that happen I asked her because I use wifi at work from 7am-3:30 pm . She said that the one sim is R99 and fixed and one is open and I have been using the open line and not the fixed sim. I explain to the lady that one sim didnt work on the beginning of January and the one worked. She escalated the query to her manager and someone will contact me, how convenient. I thought yes I made the same mistake twice coz my previous contract with FNB connect when they first came out was the same story but I thought they have changed. I went home and took out the sim card as they say its not the fixed one and insert the fixed one of R99 a month in and that was like 6pm at night and at 8pm I received an sms from FNB connect say that my data is depleted I was like an seriously I havent used this simcard from January 2018 and we on the 8th of March 2018, I asked myself if FNB connect is loading 1 gig a month isn't there supposed to be 3 gig on this sim card and how can finished 1 gig in 2 hours.

On the 8th of March I received another statement for the month of February and its now R465 and I was liken what the hell just happened and this statement came at 03:00 am in the morning so I was awake and furious.

I got to work and waited till past eight and called again this time a male agent spoke to me and I told him my story and he explained that both sim cards are not fixed so if my 1 Gig is finished I get charged to a limit of R600 and then R400 and April its R200 so I aske the FNB connect question who set those limits while on hold I went online and change all limits. I asked him why didnt FNB connect called me and explain the contracts and so now FNB connect is charging me for a simcard I didnt order at all the caught me with the 30 Gig now I am being charged for they advertising and promotion fees. I wont pay the R465 of March and I might as well close my account with the ****** better is come get yall over price phone and ZTE depleted router.

0
Replies (1)
FNB (First National Bank)
FNB (First National Bank)'s reply16 Mar 2018, 15:55
Official

Good day Romeo Bosman,

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 to FNB Connect 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 Team

*** (option one)