RC
Richard C
1 reviews | Active since Jul 2011
10 Mar 2025, 14:58
FNB ******ion
Dismal service.
- Logged into FNB app to dispute incorrect debit order, but no debit orders reflecting on my app. - Contacted FNB via Secure Chat at 15:08 today, am still on secure chat and it's 15:51. - Offered assistance, at over 9x the standard debit order dispute rate (dispute cost = R5, FNB want to charge me R48 because they needed to help me, because THEIR system is not working). - Asked for my debit order details 3x ...
Just pathetic service. I'm sorry, but FNB really is the worst banking platform I have come across in South Africa. Rather move to Capitec / Standard Bank or ABSA.
... 50 minutes later and I'm being "rerouted" to the correct department for the third time.
Helpful (0)
Replies (9)0
Replies (9)RC
Richard C's updateReviewer Update
10 Mar 2025, 15:15Guys,
Formalities aside, I am STILL on a "Secure Chat" via my App with your service department, and it's now 16h15! I've been transferred four the fourth time (on an app, can you believe it?!), and still no assistance.
... the saga continues.
Formalities aside, I am STILL on a "Secure Chat" via my App with your service department, and it's now 16h15! I've been transferred four the fourth time (on an app, can you believe it?!), and still no assistance.
... the saga continues.
RC
Richard C's update10 Mar 2025, 15:15
Reviewer Update
Guys,
Formalities aside, I am STILL on a "Secure Chat" via my App with your service department, and it's now 16h15! I've been transferred four the fourth time (on an app, can you believe it?!), and still no assistance.
... the saga continues.
Formalities aside, I am STILL on a "Secure Chat" via my App with your service department, and it's now 16h15! I've been transferred four the fourth time (on an app, can you believe it?!), and still no assistance.
... the saga continues.
RC
Richard C's updateReviewer Update
10 Mar 2025, 15:20Re-routed to another agent for the 5th time @ 16h18 on 10 March 2025 ... and get this, asked whether I need any assistance ...
... let's see how long this takes to actually get some service out of FNB.
... let's see how long this takes to actually get some service out of FNB.
RC
Richard C's update10 Mar 2025, 15:20
Reviewer Update
Re-routed to another agent for the 5th time @ 16h18 on 10 March 2025 ... and get this, asked whether I need any assistance ...
... let's see how long this takes to actually get some service out of FNB.
... let's see how long this takes to actually get some service out of FNB.
RC
Richard C's updateReviewer Update
10 Mar 2025, 15:2716:26 and still no proper assistance ...
RC
Richard C's update10 Mar 2025, 15:27
Reviewer Update
16:26 and still no proper assistance ...
RC
Richard C's updateReviewer Update
10 Mar 2025, 15:29Transferred to a NEW agent for the 6th time
16:29
16:29
RC
Richard C's update10 Mar 2025, 15:29
Reviewer Update
Transferred to a NEW agent for the 6th time
16:29
16:29
RC
Richard C's updateReviewer Update
10 Mar 2025, 15:31Closed Secure Chat now at 16:31 ... I'll be taking my personal, business and family's business elsewhere. Thank you.
Chat closed.
Chat closed.
RC
Richard C's update10 Mar 2025, 15:31
Reviewer Update
Closed Secure Chat now at 16:31 ... I'll be taking my personal, business and family's business elsewhere. Thank you.
Chat closed.
Chat closed.
RC
Richard C's updateReviewer Update
11 Mar 2025, 13:04As of today, 11 March 2025 @ 14:02 I am still awaiting credible assistance from FNB other than vague email responses including copy-paste information from their website. An example of the lazy attempts at 'brushing' my enquiry off, as follows:
Personal and Private Service Recovery (PPSR) <***> | 11:13 (2 hours ago) | |
to me
to me
Dear
Dear MR RICHARD J CRANNA
Thank you for your email
Please note
This may be cancelled with the third party Kindly have this debit order cancelled using the FNB platforms. The debit order may be stopped and reversed using the FNB platforms - securechat or FNB Online Banking or FNB App or by calling the FNB contact center on ***. The debit order changes and updates should be done with the company or department directly to avoid any delays. The debit order will need to be cancelled directly with the third party or merchant. ? Please note the following process applies when our clients performed debit card purchases.
? When a debit card purchase is performed , a merchant point of sale device dials through to the FNB for permission to trade in the amount of the purchase.
? FNB does a balance check and if sufficient funds are available, it will be approved.
? At this stage, the transaction is not yet processed or debited against your account and FNB merely reserves the amount until the acquiring Bank presents if for payment.
? IF you look at your available screen at the time , you would see this amount as an outstanding card authorization in the ?reserved bucket? , and you will not see the transaction on your statement as it has not yet been processed.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of entry on your statement and then released from the reserved bucket? accordingly.
? IF bank charges or debit orders go off your account in between when a card purchase as reserved until it is processed , and the bank changes and/or debit orders caused your account to have insufficient funds , the card purchase will attract a paid fee when it is processed.
account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
If the debit order is *****ulent this may be reported by calling the FNB ***** department on *** Regards FNB Chad Cornelson Service Advisor *** This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
Hello FNB ... is anyone home?
Dear MR RICHARD J CRANNA
Thank you for your email
Please note
This may be cancelled with the third party Kindly have this debit order cancelled using the FNB platforms. The debit order may be stopped and reversed using the FNB platforms - securechat or FNB Online Banking or FNB App or by calling the FNB contact center on ***. The debit order changes and updates should be done with the company or department directly to avoid any delays. The debit order will need to be cancelled directly with the third party or merchant. ? Please note the following process applies when our clients performed debit card purchases.
? When a debit card purchase is performed , a merchant point of sale device dials through to the FNB for permission to trade in the amount of the purchase.
? FNB does a balance check and if sufficient funds are available, it will be approved.
? At this stage, the transaction is not yet processed or debited against your account and FNB merely reserves the amount until the acquiring Bank presents if for payment.
? IF you look at your available screen at the time , you would see this amount as an outstanding card authorization in the ?reserved bucket? , and you will not see the transaction on your statement as it has not yet been processed.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of entry on your statement and then released from the reserved bucket? accordingly.
? IF bank charges or debit orders go off your account in between when a card purchase as reserved until it is processed , and the bank changes and/or debit orders caused your account to have insufficient funds , the card purchase will attract a paid fee when it is processed.
account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
If the debit order is *****ulent this may be reported by calling the FNB ***** department on *** Regards FNB Chad Cornelson Service Advisor *** This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
Hello FNB ... is anyone home?
RC
Richard C's update11 Mar 2025, 13:04
Reviewer Update
As of today, 11 March 2025 @ 14:02 I am still awaiting credible assistance from FNB other than vague email responses including copy-paste information from their website. An example of the lazy attempts at 'brushing' my enquiry off, as follows:
Personal and Private Service Recovery (PPSR) <***> | 11:13 (2 hours ago) | |
to me
to me
Dear
Dear MR RICHARD J CRANNA
Thank you for your email
Please note
This may be cancelled with the third party Kindly have this debit order cancelled using the FNB platforms. The debit order may be stopped and reversed using the FNB platforms - securechat or FNB Online Banking or FNB App or by calling the FNB contact center on ***. The debit order changes and updates should be done with the company or department directly to avoid any delays. The debit order will need to be cancelled directly with the third party or merchant. ? Please note the following process applies when our clients performed debit card purchases.
? When a debit card purchase is performed , a merchant point of sale device dials through to the FNB for permission to trade in the amount of the purchase.
? FNB does a balance check and if sufficient funds are available, it will be approved.
? At this stage, the transaction is not yet processed or debited against your account and FNB merely reserves the amount until the acquiring Bank presents if for payment.
? IF you look at your available screen at the time , you would see this amount as an outstanding card authorization in the ?reserved bucket? , and you will not see the transaction on your statement as it has not yet been processed.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of entry on your statement and then released from the reserved bucket? accordingly.
? IF bank charges or debit orders go off your account in between when a card purchase as reserved until it is processed , and the bank changes and/or debit orders caused your account to have insufficient funds , the card purchase will attract a paid fee when it is processed.
account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
If the debit order is *****ulent this may be reported by calling the FNB ***** department on *** Regards FNB Chad Cornelson Service Advisor *** This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
Hello FNB ... is anyone home?
Dear MR RICHARD J CRANNA
Thank you for your email
Please note
This may be cancelled with the third party Kindly have this debit order cancelled using the FNB platforms. The debit order may be stopped and reversed using the FNB platforms - securechat or FNB Online Banking or FNB App or by calling the FNB contact center on ***. The debit order changes and updates should be done with the company or department directly to avoid any delays. The debit order will need to be cancelled directly with the third party or merchant. ? Please note the following process applies when our clients performed debit card purchases.
? When a debit card purchase is performed , a merchant point of sale device dials through to the FNB for permission to trade in the amount of the purchase.
? FNB does a balance check and if sufficient funds are available, it will be approved.
? At this stage, the transaction is not yet processed or debited against your account and FNB merely reserves the amount until the acquiring Bank presents if for payment.
? IF you look at your available screen at the time , you would see this amount as an outstanding card authorization in the ?reserved bucket? , and you will not see the transaction on your statement as it has not yet been processed.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of entry on your statement and then released from the reserved bucket? accordingly.
? IF bank charges or debit orders go off your account in between when a card purchase as reserved until it is processed , and the bank changes and/or debit orders caused your account to have insufficient funds , the card purchase will attract a paid fee when it is processed.
account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
If the debit order is *****ulent this may be reported by calling the FNB ***** department on *** Regards FNB Chad Cornelson Service Advisor *** This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
Hello FNB ... is anyone home?
RC
Richard C's updateReviewer Update
11 Mar 2025, 13:16The sage continues ...
Latest update from FNB, including my response:
FNB RESPONSE - 11 March 2025 @ 14:07
Latest update from FNB, including my response:
FNB RESPONSE - 11 March 2025 @ 14:07
***NFInboxSearch for all messages with label InboxRemove label Inbox from this conversation
Personal and Private Service Recovery (PPSR) | 14:07 (6 minutes ago) | |
to me
to me
Good day Mr Cranna
I hope this email finds you well. I?m writing to acknowledge receipt of your complaint *** regarding your recent experience with FNB. We appreciate the time you took to share your concerns with us.
We apologise for not meeting your expectations and regret any inconvenience this may have caused. We take all feedback seriously and will use it to improve our services.
Please be advise that we have escalated this issue to management team. I would like to thank you for bringing this matter to our attention, your complaint has highlighted training gaps for the bankers involved.
Once again, we apologise profusely for the events of the service received particularly your dissatisfaction with matter of how the chats were handled.
Regards,
Noni Shikwambana This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
MY RESPONSE TO FNB
I hope this email finds you well. I?m writing to acknowledge receipt of your complaint *** regarding your recent experience with FNB. We appreciate the time you took to share your concerns with us.
We apologise for not meeting your expectations and regret any inconvenience this may have caused. We take all feedback seriously and will use it to improve our services.
Please be advise that we have escalated this issue to management team. I would like to thank you for bringing this matter to our attention, your complaint has highlighted training gaps for the bankers involved.
Once again, we apologise profusely for the events of the service received particularly your dissatisfaction with matter of how the chats were handled.
Regards,
Noni Shikwambana This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
MY RESPONSE TO FNB
Richard Cranna | 11 March 2025 @ 14:13 (1 minute ago) | |
to Personal
to Personal
Hi Noni,
Thank you for the time taken to provide a response to my follow-up on some form of "service" from FNB. I appreciate the effort taken to provide reasoning for the lack of service, but this simply adds insult to injury in terms of the complete lack of service being received from FNB. Nothing personal, just simply bad service.
Thank you for the time taken to provide a response to my follow-up on some form of "service" from FNB. I appreciate the effort taken to provide reasoning for the lack of service, but this simply adds insult to injury in terms of the complete lack of service being received from FNB. Nothing personal, just simply bad service.
As initially requested, I want to have a debit order reversed, and attempted to do this online (which I have done before), at a fee of R5, however, FNB wants to charge me 9x the fee (R48), not to mention the time wastage on the matter which should be a simple case of a few clicks of a button (as marketed by FNB to be the process to follow). Not good at all.
The saga continues...
Regards,
Richard
The saga continues...
Regards,
Richard
RC
Richard C's update11 Mar 2025, 13:16
Reviewer Update
The sage continues ...
Latest update from FNB, including my response:
FNB RESPONSE - 11 March 2025 @ 14:07
Latest update from FNB, including my response:
FNB RESPONSE - 11 March 2025 @ 14:07
***NFInboxSearch for all messages with label InboxRemove label Inbox from this conversation
Personal and Private Service Recovery (PPSR) | 14:07 (6 minutes ago) | |
to me
to me
Good day Mr Cranna
I hope this email finds you well. I?m writing to acknowledge receipt of your complaint *** regarding your recent experience with FNB. We appreciate the time you took to share your concerns with us.
We apologise for not meeting your expectations and regret any inconvenience this may have caused. We take all feedback seriously and will use it to improve our services.
Please be advise that we have escalated this issue to management team. I would like to thank you for bringing this matter to our attention, your complaint has highlighted training gaps for the bankers involved.
Once again, we apologise profusely for the events of the service received particularly your dissatisfaction with matter of how the chats were handled.
Regards,
Noni Shikwambana This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
MY RESPONSE TO FNB
I hope this email finds you well. I?m writing to acknowledge receipt of your complaint *** regarding your recent experience with FNB. We appreciate the time you took to share your concerns with us.
We apologise for not meeting your expectations and regret any inconvenience this may have caused. We take all feedback seriously and will use it to improve our services.
Please be advise that we have escalated this issue to management team. I would like to thank you for bringing this matter to our attention, your complaint has highlighted training gaps for the bankers involved.
Once again, we apologise profusely for the events of the service received particularly your dissatisfaction with matter of how the chats were handled.
Regards,
Noni Shikwambana This email is subject to a disclaimer.Visit the FNB website and view the email disclaimer and privacy notice by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice.
MY RESPONSE TO FNB
Richard Cranna | 11 March 2025 @ 14:13 (1 minute ago) | |
to Personal
to Personal
Hi Noni,
Thank you for the time taken to provide a response to my follow-up on some form of "service" from FNB. I appreciate the effort taken to provide reasoning for the lack of service, but this simply adds insult to injury in terms of the complete lack of service being received from FNB. Nothing personal, just simply bad service.
Thank you for the time taken to provide a response to my follow-up on some form of "service" from FNB. I appreciate the effort taken to provide reasoning for the lack of service, but this simply adds insult to injury in terms of the complete lack of service being received from FNB. Nothing personal, just simply bad service.
As initially requested, I want to have a debit order reversed, and attempted to do this online (which I have done before), at a fee of R5, however, FNB wants to charge me 9x the fee (R48), not to mention the time wastage on the matter which should be a simple case of a few clicks of a button (as marketed by FNB to be the process to follow). Not good at all.
The saga continues...
Regards,
Richard
The saga continues...
Regards,
Richard
RC
Cell: HIDDEN
Richard C's updateReviewer Update
17 Mar 2025, 10:40 *** LATEST UPDATE ***
Richard Cranna | 17 March 2025 @ 11:39 (0 minutes ago) | |
to Personal
to Personal
Hello FNB,
Is anyone able to assist me with my enquiry? Still no communication other than the last copy/paste emails from your "service department".
Regards,
Richard Cranna
Is anyone able to assist me with my enquiry? Still no communication other than the last copy/paste emails from your "service department".
Regards,
Richard Cranna
Cell: HIDDEN
Email: HIDDEN
*** Please consider the environment before printing this email!
RC
Richard C's update17 Mar 2025, 10:40
Reviewer Update
*** LATEST UPDATE ***
Richard Cranna | 17 March 2025 @ 11:39 (0 minutes ago) | |
to Personal
to Personal
Hello FNB,
Is anyone able to assist me with my enquiry? Still no communication other than the last copy/paste emails from your "service department".
Regards,
Richard Cranna
Is anyone able to assist me with my enquiry? Still no communication other than the last copy/paste emails from your "service department".
Regards,
Richard Cranna
Cell: HIDDEN
Email: HIDDEN
*** Please consider the environment before printing this email!
RC
Richard C's updateReviewer Update
15 Apr 2025, 08:36Still no response or proactive input from FNB. I'm in the process of moving my accounts away from FNB after being a client with them for over 30 years.
If anyone us interested in moving to FNB I would highly recommend taking note of the negative posts here on Hello Peter, as I have been struggling with FNB for the past 10 years, in the "hope" that they would get their customer service department back up-to-speed, however it seems this banking institution has become too big to handle its own client-base. A great pity for a bank which used to feel like a solid solution for banking in South Africa.
If anyone us interested in moving to FNB I would highly recommend taking note of the negative posts here on Hello Peter, as I have been struggling with FNB for the past 10 years, in the "hope" that they would get their customer service department back up-to-speed, however it seems this banking institution has become too big to handle its own client-base. A great pity for a bank which used to feel like a solid solution for banking in South Africa.
RC
Richard C's update15 Apr 2025, 08:36
Reviewer Update
Still no response or proactive input from FNB. I'm in the process of moving my accounts away from FNB after being a client with them for over 30 years.
If anyone us interested in moving to FNB I would highly recommend taking note of the negative posts here on Hello Peter, as I have been struggling with FNB for the past 10 years, in the "hope" that they would get their customer service department back up-to-speed, however it seems this banking institution has become too big to handle its own client-base. A great pity for a bank which used to feel like a solid solution for banking in South Africa.
If anyone us interested in moving to FNB I would highly recommend taking note of the negative posts here on Hello Peter, as I have been struggling with FNB for the past 10 years, in the "hope" that they would get their customer service department back up-to-speed, however it seems this banking institution has become too big to handle its own client-base. A great pity for a bank which used to feel like a solid solution for banking in South Africa.