FNB Poor Service Cardless withdrawal

If you are a new contributor to our economy and trying to decide which bank to use,or you are not happy with your current bank and trying to change service provider, THEN DO NOT GO USE FNB!!!!! More especially if you do not meet the Elite customer criteria!!

On 16 November, I was at the Engen garage Lonehill, trying to fill up. I asked the attendant to go ahead and pour in R300 petrol when I realised that I have left my bank card at home. So I decided to use the "cardless withdrawal" option that FNB encourage all the time you withdraw cash. I proceeded to request R600 and went to the ATM inside the Engen shop to withdraw the cash. I followed the steps on the ATM as is customary as this service was not new to me. I followed the prompted steps of inputting my cell number and withdrawal number. To my horror, the ATM froze on the "collect your cash" step and simultaneously receive an sms notification that I have withdrawn the money from my account!!! I went into panic mode, immediately called for the manager for assistance. Whilst i was waiting for the manager, i immediately tried to text "My team of Bankers" for assistance to this matter. The lady i was speaking to Bongiwe Mosiane, showed absolutely no compassion to my panic situation! in fact, i felt she was a bit condescending in her responses. Her responses were 3 or 4 minutes late whilst i am waiting at the garage infront of a frozen ATM with no money to pay for my petrol. I have a chat to the manager and he advises that maybe the best option for me would for them to try reboot the ATM and it maybe reverse the funds and I can use a different ATM. I ask madam Mosiane if this will indeed help and i realize that she has ended our chat a mere 4 minutes that she had to wait whilst I was chatting to the manger. This Infuriated me!!! I was waiting 5 minutes for her to response in a panic situation and she couldn't wait 4 minutes??? unbelievable!!!

Panicked and Infuriated, I text again and madam Mosiane is on response again. She then advises that I will have to log a dispute and a form will be sent to my email to sort this out!! Its a Saturday afternoon at 4pm, where am i going to find a bank open to assist with this dispute? so in essence, she is telling me to forfeit my funds and move on!! becuase to Madam Mosiane, its just a mere R600, it is not much money!! but to me its a lot of money FYI.

She then sends the form. I then rush into Lonehill shopping center to try effect another withdrawal request so i can pay for the petrol. As skeptical as I was! I withdraw another R400, which is successful thank goodness. After paying for petrol, I text FNB again this time I chat to Ntebo Mo***eng, who tells me after sending the dispute letter, it will take 5-7 working days to get a response. I dont have a printer at home so I had to wait until Monday to send this dispute at the office. After sending the dispute form. I wait for this response and i get told that it will take 5-7 working days for a response.

It is now 02/12/2019 and guess what, still no response. Acy=tually, when i texted again earlier last week,. Khanyisile Mbele tells me now that it may take 30 to 40 business days to reverse!!! THIRTY TO FORTY DAYS!!!!!!!

There is a lot that happened in between that i really do not have the energy to type. but what doe this tell you about FNB??

I relayed this story to a colleague and a friend. My white male colleague told me he is on the same premier banking package as me, and he had the exact same issue as me and it was resolved with 3 days and he didn't have to send any dispute forms!!

My black friend who is on the elite banking package(the black card) told me he also had the same issue and it was actually reversed within hours of him lodging the call. Imagine my horror when the relayed this to me.

I am just not important enough to FNB to even consider my dispute and they just chuck me in the waiting que.

Please also note that I have proof of all this communication and pictures i took at the ATM. The manager at the Engen can also back this up, but no one will investigate so i simply have to forget about my money in other words

Concerned out of Pocket banker, Kabelo