FNB – Major Disappointment and Lack of Accountability

My recent experience with FNB has been extremely disappointing and frustrating. Since the merger between Pick n Pay and FNB, I expected the service to improve, but unfortunately, this has not been the case.

I returned items at Pick n Pay and was informed that the refund would be issued in eBucks, as I originally paid using eBucks. However, the cashier was unaware of the refund process for eBucks, which suggests inadequate training. Furthermore, I was not given any clear indication of when the refund would be credited.

I contacted FNB immediately to check on the status of my eBucks refund. I was told nothing was pending and was advised to check Pick n Pay’s return policy. After two working days with no refund, I contacted Pick n Pay, who advised the eBucks refund should take 2-3 days to reflect.

On the third day, with no refund received, I contacted FNB again. I was met with a very rude consultant who refused to assist, insisting that I contact Pick n Pay since they do not handle these queries. When I explained that this was an eBucks refund issue, she muted me and disregarded my concerns entirely.

I then contacted Pick n Pay once more. They assured me they had escalated the matter to Head Office and reached out to FNB for clarification. According to Pick n Pay, the eBucks refund is now in FNB’s hands, and they cannot specify when the credit will be allocated.

It has been five working days since the transaction, and I am still out of pocket by R500. Despite numerous calls and references, I have yet to receive any follow-up or call back from FNB.

This lack of accountability and poor communication is unacceptable. The only party attempting to assist me has been Pick n Pay, even though they do not manage the eBucks account. I am very disappointed in the level of customer care provided by FNB. No one from the eBucks helpdesk has been able to resolve or even address my concerns.

I hope FNB will take this feedback seriously and improve their processes and customer service