KN
Kishan N
1 reviews | Active since Jan 2016
08 Apr 2021, 19:45
FNB : How Can We IGNORE You?
I had logged a chargeback on my credit card in January and do not know where things stand at this moment. Have been following up but with no actual feedback on anything from whomever I speak to! Quite pathetic service after being a customer for more than a decade. I have to repeat myself every time I call them and still the same vague uneasiness of each respondent. I received many assurances that I will get updated and no one has once called me back. I even thought that leaving a message via the online complaints section would result in some sort of action. Nope, nothing at all so we continue with radio silence. They even know that my charge back request was the same as my friends who bank with other institutions and received their money back already. But that the competition treat customers better them is not of concern. They will continue to wait for the end of days before calling me. So let me take the opportunity to complement the banks that care for their customers...WELL DONE to INVESTEC and STANDARD BANK on providing your customers with EXCELLENT SERVICE!
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Replies (2)KN
Kishan N's updateReviewer Update
16 Apr 2021, 15:56Here we are again. So as an update, FNB did call only when providing a review on this platform. Their own online complaints platform appears to be ignored in favour of this one. So, if you have an issue, come straight to Hello Peter. I received an email of acknowledgement from them almost immediately after my post on this platform. The next morning (09 April), I also received a call where I explained my challenge again to a new person. She was quite understanding and undertook to call me later that day. I was quite skeptical and also advised that I had doubts of ever receiving a call again. She assured me that this was her case and she would see it through to resolution. Well, lets just say I have not heard back from that lady again. Then on Tuesday (13 April) after exercising some patience, another person called me based on this platform's review. I had provided once again the details of the challenge. He was quite surprised that I received a call the week prior and that no one got back to me despite being assured that I would receive a call back. He requested that I reply with information on the email he sent and I had done so on the same day. This afternoon (16 April) I received the same email requesting the same information. This prompted a response to indicate that I had already sent the information requested earlier this week and that they should call me. I cant understand why they would request what had already been answered. It may be that they intended to ask for something else but we may never really know. However, I took it upon myself to call them this afternoon with reference number at hand. Unfortunately the person that I got through to could not assist, but only escalate the matter by sending an email. Now we all know that emails do not seem to work. Its not a method that is effective within this organisation. Calling loyal customers back has also proven to be ineffective based on experience. So here I am, back at the only platform that had worked previously. I'll certainly come back to this platform to report if it was effective again. In the interim, I have devised my own approach of escalation. The CEO's office will soon be informed of my wonderful experience. Those involved may also get some well deserved recognition.
KN
Kishan N's update16 Apr 2021, 15:56
Reviewer Update
Here we are again. So as an update, FNB did call only when providing a review on this platform. Their own online complaints platform appears to be ignored in favour of this one. So, if you have an issue, come straight to Hello Peter. I received an email of acknowledgement from them almost immediately after my post on this platform. The next morning (09 April), I also received a call where I explained my challenge again to a new person. She was quite understanding and undertook to call me later that day. I was quite skeptical and also advised that I had doubts of ever receiving a call again. She assured me that this was her case and she would see it through to resolution. Well, lets just say I have not heard back from that lady again. Then on Tuesday (13 April) after exercising some patience, another person called me based on this platform's review. I had provided once again the details of the challenge. He was quite surprised that I received a call the week prior and that no one got back to me despite being assured that I would receive a call back. He requested that I reply with information on the email he sent and I had done so on the same day. This afternoon (16 April) I received the same email requesting the same information. This prompted a response to indicate that I had already sent the information requested earlier this week and that they should call me. I cant understand why they would request what had already been answered. It may be that they intended to ask for something else but we may never really know. However, I took it upon myself to call them this afternoon with reference number at hand. Unfortunately the person that I got through to could not assist, but only escalate the matter by sending an email. Now we all know that emails do not seem to work. Its not a method that is effective within this organisation. Calling loyal customers back has also proven to be ineffective based on experience. So here I am, back at the only platform that had worked previously. I'll certainly come back to this platform to report if it was effective again. In the interim, I have devised my own approach of escalation. The CEO's office will soon be informed of my wonderful experience. Those involved may also get some well deserved recognition.
KN
Kishan N's updateReviewer Update
07 Jun 2021, 21:03Here I am back again after almost two months. Since the last update, I finally reached a person that appeared to know what they were doing and with assurances that my matter would be resolved and also identifying with me that she had the very same issue and that I would get my money back. This was on 22nd April. I resent the same info while we were on the call and she acknowledged receipt. This seemed like progress and she assured feedback in the following week. We agreed that feedback would be provided on April 28th, after the public holiday on April 27th. Unsurprisingly, I had not received any feedback. I tried calling back and eventuall emailed on May 7th after exercising some patience. Today (June 8th) I have emailed indicating that I will be taking my case to the Banking Ombud. They have not called or emailed to provide any sort of feedback in almost two months. Let's see if the Ombud makes any difference. I also let them know that I have found another bank to start moving my business. I know they get my emails but I also know they don't care. Well, whether I am their client or not in the future, they still have an obligation in this matter. They will not ignore their way out of it.
KN
Kishan N's update07 Jun 2021, 21:03
Reviewer Update
Here I am back again after almost two months. Since the last update, I finally reached a person that appeared to know what they were doing and with assurances that my matter would be resolved and also identifying with me that she had the very same issue and that I would get my money back. This was on 22nd April. I resent the same info while we were on the call and she acknowledged receipt. This seemed like progress and she assured feedback in the following week. We agreed that feedback would be provided on April 28th, after the public holiday on April 27th. Unsurprisingly, I had not received any feedback. I tried calling back and eventuall emailed on May 7th after exercising some patience. Today (June 8th) I have emailed indicating that I will be taking my case to the Banking Ombud. They have not called or emailed to provide any sort of feedback in almost two months. Let's see if the Ombud makes any difference. I also let them know that I have found another bank to start moving my business. I know they get my emails but I also know they don't care. Well, whether I am their client or not in the future, they still have an obligation in this matter. They will not ignore their way out of it.