FNB _"How can we help you?" - Apparently FNB Cannot!

It is now 14 October and still no contact from FNB to resolve my complaint!

Here is my previous post

11 Oct 2021, 15:50

FNB “How may we help you?” – Clearly you cannot help me! So here is follow-up from FNB Customer Call Centre to my Hello Peter Complaint logged on 1 October 2021 A recap: I received a new FNB Petro Card on 1 Friday October 2021. The card required activation and the enclosed pamphlet includes instructions under point “1”. Option 1 and 2 require internet connection – which I did not have at the time. Option 3 reads: “OR Call the number on the back of your card.” I got through to the number **********) and as soon as I mentioned ‘Activate Card’ was cut off. I phoned a second time but got the service providers name – ‘Hesi’. Hesi told me to go to a branch or use the internet. When I asked what the purpose of the third option on the letter is – HESI cut me off. Remember FNB offer the Customer Care Centre as an option for activation, in writing, on their document! How can we help you? Really? I logged a complaint on Hello Peter. I received the following reply, via Hello Peter from FNB. Good day Mr Alan ******, Thank you for taking the time to bring this to our attention, and we apologize for the inconvenience caused A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback The reference number is: **********. Regards, FNB Customer Resolution Center On Friday 1 Oct 14h45 I received an email: Dear Mr ******, We refer to your complaint reference **********. Thank you for contacting FNB Digital Banking. Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint. Should you require further Digital Banking assistance please do not hesitate to contact us via e-mail, or telephonically on ********** or if you are dialling from outside South Africa, dial the number below first followed by the 087 number above when prompted: +**********1. Regards, Taryn Jackson FNB Digital Banking I Rep**** Mon 4 Oct 08h43 Good morning Taryn Jackson, I look forward to your call to me regarding ********** and attach the following for reference during our discussion:- Attached: FNB Petro Card Letter accompanying Petro Card. Mon 4 Oct 15h52 Dear ******, [sic]

We refer to your recent complaint regarding your FNB PETRO CARD. We can see that you have activate [sic] the card on your Online banking [sic] Profile.

We would also line [sic] to apologies [sic] for any inconvenience and should you have any further enquiries please contact us. Kind Regards Natasha Adolph FNB Credit Card | Retail Banking 30 Diagonal Street, FNB Place, Johannesburg 2001 I rep**** Tuesday 5 Oct 08h02 My complaint has still not been addressed - I am awaiting personal contact from FNB! I went to a third party - not FNB - to assist me with my situation (regarding activation). Tuesday 5 Oct 11.16 Good Day MR ALAN X ******, Thank you for your email. We do apologize for any issues caused.

The agents team leader/ supervisor have been made aware of this below, please note the internal process will be carried out with regards to non-assistance.

Please note you may send an email to *********** *********** for any request you need assistance. (statements anything we will escalate your request).

We do apologize for any issues this may have caused. Regards. FNB. Thursday Oct 7 08h49 I rep**** I see that Taryn Jackson, as a representative of FNB, is really serious about Customer Service: This is an extract from her email to me dated 1 October 2021 at 14h45, i.e. 6 days ago. "Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint". I have yet to be contacted! Clearly it is believed that time will address my complaint! May I say "Wrong"! It is now Monday 11 October and not a word or any help from FNB with their recent advertising campaign “How can we help you?” Clearly FNB is incapable of helping me! Also, clearly FNB ‘Customer Care’ is a also a misnomer! Thank you Hesi, Taryn and Natasha for excellent non-service!