FNB drops the ball on Credit Card Delivery and Activation

I have had no contact with FNB except for the lady who opened the log. Nobody contacted me with any form of apology or how they were going to resolve the matter. On Friday the 26th May at 21:58, I received an SMS stating that CCD (FNB's courier partner) would contact me to arrange delivery.

I called them on the 29th May at 16h05. The lady there goes on to ask me for a delivery address for my cards. WHAT THE HELL??? My cards were supposed to be overnighted 9or marked as urgent)according to the call centre agent I spoke to on Thursday (ref no Rh ********** 56069) and now I have contact them and provide them with a delivery address? The lady then informs me that it will take 3 to 5 working days to deliver. And lo and behold, I received an email from CCD confirming delivery on the 5th of June? This is unacceptable!

So, Natasha from FNB contacted me yesterday (29 May) in an effort to try to resolve my problem.

She listened to me gripe and then assured me she would give me feedback as to when my new card would be delivered and ensured it would be before 5 June as indicated by CCD. She also said she would find out how my ebucks level would be affected, since spending R1000 on your credit card is a requirement to move up a level.

On 30 May, Natasha emails me to ask for a delivery address for my cards and says they will be delivered this week. I furnished her with this information but again, I stressed that saying "this week" was not good enough since that's non-committal. Again, I asked about ebucks.

After no further feedback for 2.5 hours, I called FNBs customer care line. I was transferred to Valencia who explained that they were having a massive problem with their credit card process.

She has mentioned that my ebucks would be rectified since I have no control over this problem.

She has promised to get me feedback by today as to when my cards would be ready, when they will be delivered by and then contact me for a delivery address and convenient time for delivery. HANG ON A MINUTE, didn't CCD and Natasha ask for delivery addresses already??? What are they delivering if the cards are not even ready?

Oh wait, ha ha, empty promises, they're delivering empty promises!

It's brilliant customer care where the client has to always call for feedback and when each department has a different story.

It might just start snowing in Zululand. I just had the 1st unsolicited cal from FNB. Valencia called me on 31 May 2017 to inform me that my cards were being personalised/embossed and once done, they would be tested before being dispatched.

I was contacted on Monday by CCD and on Tuesday by Natasha from FNB, both asking for a delivery address . I asked Valencia just what exactly they were delivering if my cards are not even ready as yet. Her answer was vague, but it sounded like they had a 2nd batch of faulty cards.

I then received an sms from FNB (31 May 2017 15:47) that my cards are on their way to me and to await an SMS to communicate delivery arrangements.

Looks like we're making some progress.

Spoke too soon, at 16:03, CCD sends an sms informing me that a technical problem has caused a delay in delivering my card.

Today, 1 June 2017 09:19, I receive an sms informing me that my new card has been personalised and I should expect further communication within 48 hours regarding its arrival.

I'm not sure who's more confused? Me or FNB? Just what exactly were you trying to deliver on Monday or Tuesday or Wednesday if my cards just got personalised today?

I received my cards yesterday 05 June 2017 even though I was promised delivery last week!

This again is unacceptable!

When are you guys going to rectify my Ebucks level. I am unable to get hold of Valencia and your complaints resolution department has promised feedback by close of business today, but with your track record, I find this dificult to believe. I spoke to Raeem at Complaints Resolution today.

Raeem did contact me again yesterday at around 4 pm to see if anybody got in touch with me.

Obviously you haven't if I'm still writing here! I'm not sure who my complaint got escalated to?

I received an email later yesterday (5:17pm) from Natasha indicating that my ebucks account was being creditted by some paltry amount. PLEASE ensure that my reward level is bumped up by 2 levels to make up for this poor service. As it stands, eBucks has no knowledge of my Credit Card trials and tribulations.

I contacted FNB Customer Care in the morning and spoke to Raeem. He sounded genuinely surprised that nobody had contacted me and promised to escalate the matter.

No Response.

I called again at 3:50 pm and spoke to Wasilla.

Still no response.

Have checked my eBucks rewards level, and it has not changed.

I'm at a loss for words.

Still no feedback from FNB. Called Customer Care now (09:55) and spoke to Peaf.

She has promised to escalate to Valencia.

Still no feedback and rewards level has not changed.

I called Customer Care again at 13h50 for feedback. Yolanda ensured that I got transferred to the team leader, Brenda Frayster.

Brenda was unaware of the details of my complaint and has promised to get Natasha or Valencia to get in touch with me.

This sounds fami****. Good luck to me!

Natasha called me on Friday (09 June) at 15:22. I explained to her that I want my eBucks reward level to be raised due to the credit card issue being out of my control. I cannot qualify if I dont have the tools to qualify.

I stressed to Valencia last week that if the credit card delivery was delayed that I would be penalised on eBucks reward level for not meeting their minimum spend criteria on the credit card.

She promised to address this with eBucks department and ensured me I would be bumped up a level since the card delays were caused by FNB.

You guys need to honour this promise!

You guys promisedto credit me 1 level due to the delay in my cards.

I demand an extra level on top of that for dragging out this process and the manner in which you bungled this entire situation.

Your service has been terrible!