FNB Horror Service Experience

<p>FNB connect what a great product.....</p> <p> </p> <p>When you can't make calls because of "undefined challenges" no one can get hold of you, even when you have 4 out of 5 bars the phone just does not ring.</p> <p> </p> <p>But the real gem is hidden in their support...</p> <p> </p> <p>Once i realised the issues above I started the process of moving my number back to my previous service provider as i got tired of missing calls.</p> <p> </p> <p>I app**** for a second SIM to use the FNB unlimited calls on.</p> <p> </p> <p>On the 5th of December 2016 I called to request the downgrade of my original SIM.</p> <p> </p> <p>A few days later I missed the call to confirm the downgrade. I was notified via sms.</p> <p> </p> <p>I call them again on the 15th December 2016 to confirm the downgrade, only to find out that they were planning on downgrading the wrong SIM.</p> <p>After sorting that out they promise that it will be done on the 15th January 2017.</p> <p> </p> <p>On the 15th January 2017 I checked my account and my request was not processed. I phoned them again and they confirmed that the changes will reflect on the following day 16th January 2017.</p> <p> </p> <p>This was not the case so i called them again and they then confirmed that there is no request submitted for the downgrade. After shouting and screaming they admitted that there was a request to downgrade and there was an "issue"</p> <p> </p> <p>To try and keep me happy they loaded my sim card with 2gig of free data. - (wow that really solves the issue)</p> <p>They promise that the downgrade will be process and everything will be resolved by the end of the month.</p> <p> </p> <p>At the end of January 2017 my account got debited for both SIM cards again.</p> <p> </p> <p>Called them again on the 1st February 2017 spoke to Ronald around 10am whom, after I explained everything he promised he will get this sorted and call me back. At the end of the day around 4pmwhen he had not called me I called again and they said the managers are in a meeting and will be out at 5pm. I ended up on hold waiting for them to come out till 6pm at which point i was promised that my request has been escalated and that it is being processed as we speak and that everything will be resolved by the morning.</p> <p> </p> <p>On the 2nd February I tested the phones and checked my account and nothing has been done. So i call again. After explaining everything again I got to speak to Diana who promises to personally resolve this issue as it is unacceptable.</p> <p>Hours pass and I finally receive a call from a tier 3 admin who will process my request at the end of February 2017.</p> <p>After explaining the everything again they agree to speak to Diana and resolve the issue.</p> <p>When I did not hear anything I called again and spoke to Diana who had not heard from the tier3 but she confirmed she will speak to them and call me back immediately.</p> <p> </p> <p>After 10min I called again and all the managers had gone home... so did all the tier3. The operator told me that my request will be processed at the end of the month and that I should call again tomorrow.</p> <p> </p> <p>On the 3rd February I called again and was told that no one will assist me as there are no managers or tier 3 working on the weekends. After explaining everything again. I was told that my request has been escalated to tier 3and will be processed at the end of February .</p>