FNB -Needing help from abroad- Worst Service Ever and **** promises instead of helping

<p>Many years ago i switched my banking to FNB because of their amazing service. This service has gone completely down the drain. Im being forced to select a star rating, I feel that FNB deserves ZERO stars.<br /><br />My wife and I, both bank with FNB are travelling abroad and both our debit cards was about to expire while travelling. My wife's card expired Nov 2016 and mine was to expire Feb 2017. <br />We first contacted FNB in Oct 2016 to arrange that her card be delivered to us in Indonesia where we living at the time. They advides that we have to call closer to the expiry date. We then followed up on this matter, spending hours on the line with the call centre but to no avail. We kept getting tranfered and having to re explain our case every time. After hours on the call centre, we finally seemed to have gotten through to someone who was helpfull. They took our email and internation number and said they will sort it all out and email us withing 24hrs. Ufortunately we did not get a name and of course, no one ever emailed or tried to contact us. We left Indonesia to travel and by this point, my wifes card has expired and was no longer valid. Luckily our accounts are linked and my card was only expiring in Feb 2017. To avoid this issue, i called the call centre at the begining of January letting them know that im putting in a request that my card be delivered to Indonesia along with my wife's new card. Once again, i was informed to call closer to the time. I aksed about my wifes card? It led to hours again with the call centre. No one knew where her card was. There was no record of our call and request from last year! We were transfered to the courrier company all for them to tell us that they are only the courrier company and that we need to deal directly with the bank, I dont understand why the bank directed us to the courrier. Both our mothers were coming to Indonesia to visit us. I reuested that my mother collect our cards on our behalf and they said its not possible. It needs to be collected by the cardholder. Both our mothers have legal signing power for us, but they refused. So basically we needed to pay a R600 courrier fee where my mom could just bring it over. I had all the documents to prove that it was my mother and that im allowing her to collect our cards on our behalf. Still they refused. In fact, they still hadnt located my wifes card. Eventually my wife got through to someone and they said the card was delivered to our branch. We informed them that we have been trying for 2 months to get the card and that we are not in South Africa! They then said that a new card needs to be ordered. This could have all been avoided if we were assisted 2 months prior. Still, now we had to wait for her card to be re-ordered. <br />Come mid Jan, i call FNB from Indonesia letting them know that my card is about to expire. Its the last card we have left and its very URGENT that my card be delievered to be ASAP as we were about to start travelling. I got transfere about 3 times and by the 3rd time, I told the call centre agent that they need to get a team leader because i refuse to repeat the same story over and over. By this point, i was extrememly frustrated at the lack of help. My wife still hadnt received her card and i was getting nowhere! A team leader then spoke to me who was extremely help (or so i thought) and assured me that she would personlly deal with my case to make sure my card gets delivered to me. This time I got a name and a direct email adress. The team leaders name was NKOSINGIPHILE BHEMBE -TEAM LEADERS AT TELEPHONE BANKING. Her direct ********** After dealing with her, i felt reassured that i was getting somewhere. He appered to be extremely helpful. She assured me that she would follow up and get back to me within 24hrs. <br />2 days later....NO email! I emailed the address that she gave directly. No Reply! I sent countless emails. No reply! I still have the proof of the emails i sent. This was really frustrating now. I was fuming! I lodged a complaint with the said persons name on the FNB website. I didnt as much as receive an email conformation. Nothing! I tried calling the call centre with one last hopefull attempt... This was the final straw which lead me to completely give up. I called the call centre, explained my case AGAIN! I even explained how ive been transferer from person to person and all these **** promised to personally help me. I told the call centre agent that I need my card to be delivered internationally to Indonesia. The respone of the call centre agent: "Where in South African is that?" Are you kidding me!!!! I literally responded: "Are you serious! I said i need it sent abroad to Indonesia" to which they rep****: "Yes, where in South Africa is that?" <br />At this point, i hung up the telephone to avoid getting ugly. I have moved on from Indonesia since. I have resorted to using my STD Bank credit card. Both our FNB debit cards were of no use! I still dont have my debit card. I still havent received any follow up emails. My wife, out of sheer desperation, managed to find someone on facebook who also seemed to be helpfull and also personally assured us that he/she would personally handle her case. His/her name was RB Jacobs. This person actually ended up being helpful but still, after back and fourth communication, my wife instrcuted them to send my card with hers to avoid double courrier costs. This communication got lost and my wife's card evenutally ended up being delivered to Malysia where we now are. It got delivered to a hotel and we didnt sign for it. The reception signed for it and we only collected it days later. This i dont understand because when i requested that my mom who was travelling to meet me, along with all the documents collect it on my behalf... i was refused because of security reasons but months later it ends up being delivered to a hotel where some random stranger signed for! <br /><br />This is the worst service I have ever received and I want to close my accounts with them and swith to another bank. My wife eventually recieved her card 5 months later from our first phone call. It has cost us a fortune in international calls and I still dont have my card! <br />Im deeply disapointed in FNB, their **** promises from NKOSINGIPHILE BHEMBE, a team leader and numerous other agents. This is the ABSOLUTE WORST!!!!!! </p>