aA
andre A
1 reviews | Active since Oct 2016
21 Nov 2017, 21:20
FNB Private Wealth - nothing but a different colour card and the same poor service.
Following a personal request to upgrade my FNB account from "Private Banking" to "Private Wealth", I sent a very direct email to the contact, Ashley Hylton viewing my concerns of Private Wealth, much like Private Banking simply being a different colour card and an excuse to charge more bank fees. Having handled my concerns and seemingly addressed them with what can only now be seen as nothing more than sales jargon, I was convinced to "upgrade" to the more premium account. Fast forward three months and the simple requests that I have raised since being upgraded have still not been completed. Whats more, when I queried these I was given a personal / home situation as an excuse for the work / tasks not being done, at which point I requested a new manager be assigned to my profile.
I'm not sure how FNB get the positive ratings they do online because three months to handle several simple queries and over a week to assign a profile from an unprofessional staff member to someone else seems somewhat unreasonable to me...?
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Replies (2)
FNB (First National Bank)'s replyOfficial
22 Nov 2017, 09:41Hello Andre-van-aarde,
We truly regret taking note of your experience and the frustration this has caused thank you for bringing this to our attention.
A complaint has been routed to the relevant department and I have requested that they provide feedback.
Ref Number: ***NF
I do apologise for any inconvenience caused.
Regards,
Hello Peter Complaints
Daffnie Govender
*** (option one)
FNB (First National Bank)'s reply22 Nov 2017, 09:41
Official
Hello Andre-van-aarde,
We truly regret taking note of your experience and the frustration this has caused thank you for bringing this to our attention.
A complaint has been routed to the relevant department and I have requested that they provide feedback.
Ref Number: ***NF
I do apologise for any inconvenience caused.
Regards,
Hello Peter Complaints
Daffnie Govender
*** (option one)
aA
andre A's updateReviewer Update
09 Dec 2017, 14:3210/08/17 Confirmation given to FNB to upgrade account from FNB Private Clients to FNB Private Wealth.
07/09/17 Meeting with FNB Private Wealth .
11/09/17 Summary recap of meeting with FNB Private Wealth sent via email.
29/09/17 Follow-up email sent to FNB Private Wealth requesting update on open items, namely Will.
17/10/17 FNB Private Wealth submitted final copies of Will to sign (6 weeks following initial meeting). Document signed and returned immediately via email.
31/10/17 Follow-up email send to FNB Private Wealth requesting update on open items, namely Vehicle and Asset Finance.
01/11/17 Email received from FNB Private Wealth advising to apply for vehicle finance through Westbank (Which I immediately queried the point of FNB Private Wealth)
09/11/17 Follow-up email sent to FNB Private Wealth requesting update on open items:
Will: The Will that has taken nearly two months to resolve is still not loaded on my profile. Please get this resolved and confirm in writing once you have done so?
Savings: The saving accounts and automatic payments that I have setup on my profile are not showing up on my points earnings, refer to attached. Advise and rectify please?
Vehicle Finance: Referring to our previous comms and previous email dated 31st October, please advise?
Transfer of Property: Referring to our previous comms and and previous email dated 31st October, please advise?
15/11/17 Following complete lack of faith in FNB Private Wealth banker, request for profile to be moved and new banker to be assigned was submitted.
21/11/17 Following no response from FNB Private Wealth, follow-up email sent regarding assigning of new banker.
23/11/17 FNB Private Wealth make contact to schedule meeting to resolve all open issues.
29/11/17 Meeting held with FNB Private Wealth
30/11/17 Email sent to FNB Private Wealth containing all documentation requested during meeting on 29/11/17
04/12/17 Follow-up email sent to FNB Private Wealth regarding Will that was still not showing as received on FNB profile.
04/12/17 Email received from FNB Private Wealth containing documents to be completed for single facility finance.
05/12/17 Email sent to FNB Private Wealth containing all documentation requested in previous email on 04/12/17
08/12/17 Email sent to FNB Private Wealth requesting update on single facility application.
In short, it is now four months since moving to FNB Private Wealth, and not a single one of the original requests have been resolved:
Will - still not lodged
Finance - still no resolution on either vehicle or homeloan
FNB Rewards - still no resolution on scoring level
With the above in mind I expect the following to be resolved by close of business on Wednesday:
1.) FNB Rewards level downgraded to level 4 as a result of negligence on behalf of FNB > I expect this upgraded and ALL lost eBucks dating back to August to be paid into my eBucks account.
2.) Will is still not showing as having been received / lodged > I expect confirmation in writing that the above has been received and lodged.
3.) Home loan / vehicle finance request / single facility finance > I expect an answer in writing confirming facility, interest rate and all accompanying costs.
4.) Priority Pass charge of R388.80 dated 22/11/17 > I expect a refund on this charge.
Just an interesting note to point out… On the 13/08/2013 following telephone and email correspondence with Vivienne regarding upgrading my account to FNB Private Clients, no response was ever received from Vivienne… seems bad service is corporate policy at FNB?
aA
andre A's update09 Dec 2017, 14:32
Reviewer Update
10/08/17 Confirmation given to FNB to upgrade account from FNB Private Clients to FNB Private Wealth.
07/09/17 Meeting with FNB Private Wealth .
11/09/17 Summary recap of meeting with FNB Private Wealth sent via email.
29/09/17 Follow-up email sent to FNB Private Wealth requesting update on open items, namely Will.
17/10/17 FNB Private Wealth submitted final copies of Will to sign (6 weeks following initial meeting). Document signed and returned immediately via email.
31/10/17 Follow-up email send to FNB Private Wealth requesting update on open items, namely Vehicle and Asset Finance.
01/11/17 Email received from FNB Private Wealth advising to apply for vehicle finance through Westbank (Which I immediately queried the point of FNB Private Wealth)
09/11/17 Follow-up email sent to FNB Private Wealth requesting update on open items:
Will: The Will that has taken nearly two months to resolve is still not loaded on my profile. Please get this resolved and confirm in writing once you have done so?
Savings: The saving accounts and automatic payments that I have setup on my profile are not showing up on my points earnings, refer to attached. Advise and rectify please?
Vehicle Finance: Referring to our previous comms and previous email dated 31st October, please advise?
Transfer of Property: Referring to our previous comms and and previous email dated 31st October, please advise?
15/11/17 Following complete lack of faith in FNB Private Wealth banker, request for profile to be moved and new banker to be assigned was submitted.
21/11/17 Following no response from FNB Private Wealth, follow-up email sent regarding assigning of new banker.
23/11/17 FNB Private Wealth make contact to schedule meeting to resolve all open issues.
29/11/17 Meeting held with FNB Private Wealth
30/11/17 Email sent to FNB Private Wealth containing all documentation requested during meeting on 29/11/17
04/12/17 Follow-up email sent to FNB Private Wealth regarding Will that was still not showing as received on FNB profile.
04/12/17 Email received from FNB Private Wealth containing documents to be completed for single facility finance.
05/12/17 Email sent to FNB Private Wealth containing all documentation requested in previous email on 04/12/17
08/12/17 Email sent to FNB Private Wealth requesting update on single facility application.
In short, it is now four months since moving to FNB Private Wealth, and not a single one of the original requests have been resolved:
Will - still not lodged
Finance - still no resolution on either vehicle or homeloan
FNB Rewards - still no resolution on scoring level
With the above in mind I expect the following to be resolved by close of business on Wednesday:
1.) FNB Rewards level downgraded to level 4 as a result of negligence on behalf of FNB > I expect this upgraded and ALL lost eBucks dating back to August to be paid into my eBucks account.
2.) Will is still not showing as having been received / lodged > I expect confirmation in writing that the above has been received and lodged.
3.) Home loan / vehicle finance request / single facility finance > I expect an answer in writing confirming facility, interest rate and all accompanying costs.
4.) Priority Pass charge of R388.80 dated 22/11/17 > I expect a refund on this charge.
Just an interesting note to point out… On the 13/08/2013 following telephone and email correspondence with Vivienne regarding upgrading my account to FNB Private Clients, no response was ever received from Vivienne… seems bad service is corporate policy at FNB?