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Michael W

1 reviews | Active since Apr 2014

16 May 2019, 11:29

FNB - Incompetence personified

My wallet was lost on 23/03/2019. I promptly cancelled both my FNB Cheque Card and Credit Card while simultaneously ordering replacements. My Cheque Card arrived as scheduled, but the Credit Card is a different story. It is 16/05/2019 today, and I have yet to receive any clear answer as to why it's taking this exuberant amount of time to deliver a simple card. Since 09/04/2019 I have phoned FNB 9 times. 9 times with 9 different answers. I can see the card on my app, card number and all, but the physical piece of plastic has been eaten by some kind of monster feeding on incompetence and the spewing of recycled hogwash. On 06/05/2019 I called, was assured that they will have the card delivered within 7 business days. On 13/05/2019 (not 7 business days, but my faith in FNB was so damaged by this time that I need to check on them to see if they haven't been drinking bleach like an unsupervised one year old child) I phoned again to follow up. Lo and behold, card "cannot be found on system" and only after I had to resort to anger could they "find" it and told me it should be here this week. Today, on 16/05/2019, I decided to see whether my queries ever reached intellegent ears and phoned again. "No sir, the card was only ordered on 13/05/2019, it takes 5-7 business days for delivery" Pray tell me then, dear FNB, were the 7 other consultants I have spoken to pathological *****, is someone running around with my unactivated credit card, did the apocalypse happen while I wasn't looking or are you simply too disorganized and *********** to deliver services that could be done by 4 chickens pecking at a keyboard?

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply16 May 2019, 13:12
Official
Good Day, 
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused. 

A formal complaint has been logged on your behalf and referred to the relevant department who will investigate and provide you with feedback. 

The reference number is ***NF.

Regards, Hello Peter Complaints Team 

*** 

MW
Michael W's update23 May 2019, 11:21
Reviewer Update
Well, here we stand again : The Case of the Missing Card Part 2. Even though a promise was made that the card will be delivered within 7 business days (not even bringing into account the previous complaint on incompetence); 8 days later and I still have no answer. All I received were numerous calls rehashing the same apology and escalation promises over and over. Against my better judgement, I phoned the FNB Call Centre to enquire about my card and apparently it was sent to the courier company. I was surprised to see any work done by FNB and hopes were looking up. Consultant put me through to the courier company to see where and why it's taking so long. Hopes, and subsequently all faith in a bank I've used for more than 15 years, were crushed when the courier company told me, nonchalantly, that they have not received any cards for me from FNB. Please, for the love of service delivery and general hope that someone at FNB has a shred of decency, tell me where the **** my card is? I will no longer waste my own time and money trying to follow this up. I expect you to phone me with a definitive answer, not an apology, not an escalation, not a "we'll look into it", not some smooth voice offering insight into what is clearly disorganization, not a vague declaration of when it should arrive. I want a phone call when a delivery person has been sitting on my doorstep for 2 hours, credit card in hand. Then, and only then, will I consider any correspondence with "my bank" to have been successful, even though I doubt they have the mental capacity to tell the simple truth : FNB is a failure.