Hellopeter
Share Your Experience
JB
Johannes B

1 reviews | Active since May 2019

15 May 2019, 11:30

FNB Online Banking unable to Activate Phones for Authorization as per their instructions on the App

This is a Online Banking Chat with FNB Support reflecting the true nature of FNB Failure

Hello, you are now chatting to Khanyisile Mbele. Kindly note that some of our bankers may be working under supervision in terms of FAIS. 11:00:42

Hi Johannes 11:01:00

Kindly provide me with some information about the nature of your query, and let me see if I can assist? Secure Chat is a digital channel, where we can assist you via the Banking App. If you would like to speak to a banker telephonically, you can do so directly via the Banking App, by selecting More > Services and Contact Us. 11:01:52

I cannot Verify new devices, the Internet Banking part i broken it only Allow for renaming devices I cannot select one to Delete or Verify 11:04:51

I need to Verify the IPhone device on my profile as my LG phone screen cracked and I cannot therefore authorize with it anymore 11:05:34

The LG phone can be deleted / unverified if you want 11:05:53

You will need to make a payment or R300.01 via the new app to any of your recipients then the device will be verified in 7 days. 11:07:55

So I cannot manually Verify the Phone if I replace it anymore so ALLL MY BANKING in the mean time is HALTED!! Maybe I must just move to Capitec 11:09:02 AM

If you cant fix it get someone that can 11:09:28 AM

No you cannot manually verify it if you no longer have access to the LG phone. 11:10:23 AM

You would be able to verify it on a device that already has a verified app. 11:10:47 AM

If I understand correctly If I lose my Phone and replace it I cannot Verify the new phone? 11:11:09 AM

OR If my Screen canout touch anymore because it is Broken - I cannot trigger a Verify on another? Even you cant trigger the verify ? 11:12:20 AM

You can verify the new phone by making a payment via the new app, the the device will be verified in 7 days. 11:13:28 AM

Ok I am going to copy this chat and post it on HELLO PETER and facebook so you can lose MORE customers because of this Stupid descision from the bank.

I am sorry you feel that way Johannes. 11:17:48 AM

The Reaon is Simple, you put me in a Unsolvable situation as I cannot transact even with EFTs or even buy Cell Data witout Cell Verification whitch is now Switched off, I hope you escalate this issue and phone me once you found an answer ! 11:18:55 AM

Because I simply cannot wait 7 days nor can I just pay someone R 300.01 for what? 11:19:46 AM

You can do EFT payments on the app that is not yet verified Johannes 11:20:04 AM

I dont use the App to eft because the writing is to small I use a Webbrowser on my PC 11:21:33

0
Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply15 May 2019, 12:33
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 ***.

Regards,

Hello Peter Complaints Team

*** 
JB
Johannes B's update15 May 2019, 14:26
Reviewer Update
I received 2 Phonecalls frm FNB HelloPeter about this, All nice no problem there I start to think if I need support in future to rather post it here than try the Red Tape of trying to talk to support agents! However the first lady that called me verified that she understood the issue and passed it onto the next one i the correct division to solve the problem. I was promissed a next update in Online Banking will fix the issue but on the back end they still can't trigger a Phone verification. Whet they could do is delete the old Device and then the Authorization will fall through to the SMS system while a >= R 300.01 transaction triggers the device verification over 7 days. I guess it is workable, however I have a principle problem with that. The problem is that the programming department does not have foresight to think the impact of their changes through They need to present a full olution before canning the old. In emergency situations where a error is the system causes harm and they have to disable ****ionality they at least need to provede tools to support for it, even rough tools. My second concern about this is that the changes on the Online Banking site need to reflect correctly in the Apps also, the App on the new phone (iPhone) instructed me in the first place to go to Online Banking to verify the new phone, good programmers while planning will also change that thether in the App documentation at the stage the Online banking site code is chenged. This was not done and I guess it is not the only uncsyncronised change in the Development tem of FNB Thanx in anycase to the helpers in FNB that attended this issue - I hope you can convince those that need to fix it to re-address these concerns for future work as it only highten the need for customer support that otherwise would have been unnessesary.