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JP
Jeremy P

1 reviews | Active since Oct 2022

08 Nov 2022, 17:33

FNB have insufficient verification methods.

I thought after my previous complaint that we were making progress however FNB seem to be totally incapable of providing non voice verification in order to provide what should be a relatively straightforward request for a quote to be sent to me by email. A quote I might add that is needed because they decided to discontinue a home loan product I was on. The person I have been dealing with insists he has escalated my query and that "management" say voice verification is required, this has to be nonsense, there are many people who cannot communicate telephonically how do they do business with the bank? The real reason I don't want to do business telephonically is because of a ********** use of a voice recording by another large organisation, I'm not willing to risk it again but how do you deal with hearing impaired people who cannot correspond telephonically. FNB fix your systems or educate your agents this kind of ************** is just not acceptable.

Just in case it isn't obvious from the above *DO NOT CALL ME* I won't answer, happy to correspond by eMail/whatsapp/FNB App Secure chat or other text format.

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Replies (2)
JP
Jeremy P's update15 Nov 2022, 06:50
Reviewer Update
Another 6 days later (I've been trying to resolve the query since at least 26 October) and still no information, for the record another company provided me estimations to move entire portfolio within hours of request, no phone calls needed. I'm not sure what is taking so long, I've already confirmed what I want to do, I'm just waiting for a response.
JP
Jeremy P's update17 Nov 2022, 19:46
Reviewer Update
We appear to be making progress again - eventually but due to the repeated failure to correspond efficiently and effectively in written form I am leaving these negative review here, as I believe the lack of proper systems needs to be addressed more widely at a higher level and systems put in place to completely remove the requirement for telephonic verification and offer other methods for those who cannot clearly understand the information they are being given on telephone calls.