CK
Cecilia K
1 reviews | Active since Dec 2019
12 Jan 2023, 17:40
FNB reaches new lows.
Dear FNB, while I have long since made peace with your absolute **** level of service I would still like for someone to explain to me why, when my card declines due to lousy signal because of load-shedding, why do I still get penalized for a declined transaction? Certainly, there is a difference between insufficient funds and signal failing. I mean, I would understand if I mismanaged my account and there was simply not enough money in there. Still, while I am trying to be understanding and accept that we are all in the same boat and you can do about as much to load-shedding as I can, you go ahead and charge me a declined fee when the declining of my card is completely out of my (or your for that matter) control. How much money are you making off declined cards like this? The country is falling apart and you are making money off people that are already in dire straights. Your behavior is akin to theft and is totally unconscionable.
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Cecilia K's updateReviewer Update
16 Jan 2023, 12:48I really want the world to see what FNB's response to my complaint was. They sent me an email, which I will paste in its entirety below. On average, South Africa experiences 10-12 hours a day of load-shedding. Let us guess how many people try to swipe their cards during this time, thousands, hundreds of thousands, and every single time a card declines because of a signal, FNB makes R8,50. How many millions is that in a day? So not only does Eskom ravage this nation, FNB comes behind, like a bunch of vultures, to pick clean the bones after all of the income that we lose. And when I complain about this, they send me their guide on card purchases. I do not even know why I expected an actual, intelligible reply from them, I really should know better after banking with them for 4 years.
Good day Ms De Kock,
I trust you are well.
The complaint logged with the Bank refers. Kindly note that we have investigated your complaint and fount that your Card Purchase fee on your account was processed on the statement. Please refer to the attached pricing guide that we have attached for the ease of reference. We also note that there where debit card purchases declined, please see attached as well below. Please note that the following process applies with regard to the debit card purchases.
? When a debit card purchase is made, a merchant?s point of sale device dials through to FNB for permission to trade in the amount of the purchase. FNB does a balance check, and if sufficient funds are available, it will be approved (this action is what causes the ?approved for purchase? inContact message).
? At this stage, the transaction is not processed yet and FNB merely reserves the amount until the acquiring bank presents it for payment.
? If you look at your available screen at that time, you would see this amount as an outstanding card authorization in the ?reserved bucket?, and you will not see the transaction on your statement as it has not been processed yet.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of an entry on your statement and then released from the ?reserved bucket? accordingly.
? If bank charges, or debit orders go off your account in between when a card purchase was reserved until it is processed, and the bank charges and/or debit orders caused your account to have insufficient funds, the card purchase will attract a paid item fee when it is processed.
? Please refer to the attached terms and conditions that indicates the following ; (Note: that any funds reserved for point of sale transactions will only be deducted from your transactional account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
Good day Ms De Kock,
I trust you are well.
The complaint logged with the Bank refers. Kindly note that we have investigated your complaint and fount that your Card Purchase fee on your account was processed on the statement. Please refer to the attached pricing guide that we have attached for the ease of reference. We also note that there where debit card purchases declined, please see attached as well below. Please note that the following process applies with regard to the debit card purchases.
? When a debit card purchase is made, a merchant?s point of sale device dials through to FNB for permission to trade in the amount of the purchase. FNB does a balance check, and if sufficient funds are available, it will be approved (this action is what causes the ?approved for purchase? inContact message).
? At this stage, the transaction is not processed yet and FNB merely reserves the amount until the acquiring bank presents it for payment.
? If you look at your available screen at that time, you would see this amount as an outstanding card authorization in the ?reserved bucket?, and you will not see the transaction on your statement as it has not been processed yet.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of an entry on your statement and then released from the ?reserved bucket? accordingly.
? If bank charges, or debit orders go off your account in between when a card purchase was reserved until it is processed, and the bank charges and/or debit orders caused your account to have insufficient funds, the card purchase will attract a paid item fee when it is processed.
? Please refer to the attached terms and conditions that indicates the following ; (Note: that any funds reserved for point of sale transactions will only be deducted from your transactional account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
CK
Cecilia K's update16 Jan 2023, 12:48
Reviewer Update
I really want the world to see what FNB's response to my complaint was. They sent me an email, which I will paste in its entirety below. On average, South Africa experiences 10-12 hours a day of load-shedding. Let us guess how many people try to swipe their cards during this time, thousands, hundreds of thousands, and every single time a card declines because of a signal, FNB makes R8,50. How many millions is that in a day? So not only does Eskom ravage this nation, FNB comes behind, like a bunch of vultures, to pick clean the bones after all of the income that we lose. And when I complain about this, they send me their guide on card purchases. I do not even know why I expected an actual, intelligible reply from them, I really should know better after banking with them for 4 years.
Good day Ms De Kock,
I trust you are well.
The complaint logged with the Bank refers. Kindly note that we have investigated your complaint and fount that your Card Purchase fee on your account was processed on the statement. Please refer to the attached pricing guide that we have attached for the ease of reference. We also note that there where debit card purchases declined, please see attached as well below. Please note that the following process applies with regard to the debit card purchases.
? When a debit card purchase is made, a merchant?s point of sale device dials through to FNB for permission to trade in the amount of the purchase. FNB does a balance check, and if sufficient funds are available, it will be approved (this action is what causes the ?approved for purchase? inContact message).
? At this stage, the transaction is not processed yet and FNB merely reserves the amount until the acquiring bank presents it for payment.
? If you look at your available screen at that time, you would see this amount as an outstanding card authorization in the ?reserved bucket?, and you will not see the transaction on your statement as it has not been processed yet.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of an entry on your statement and then released from the ?reserved bucket? accordingly.
? If bank charges, or debit orders go off your account in between when a card purchase was reserved until it is processed, and the bank charges and/or debit orders caused your account to have insufficient funds, the card purchase will attract a paid item fee when it is processed.
? Please refer to the attached terms and conditions that indicates the following ; (Note: that any funds reserved for point of sale transactions will only be deducted from your transactional account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).
Good day Ms De Kock,
I trust you are well.
The complaint logged with the Bank refers. Kindly note that we have investigated your complaint and fount that your Card Purchase fee on your account was processed on the statement. Please refer to the attached pricing guide that we have attached for the ease of reference. We also note that there where debit card purchases declined, please see attached as well below. Please note that the following process applies with regard to the debit card purchases.
? When a debit card purchase is made, a merchant?s point of sale device dials through to FNB for permission to trade in the amount of the purchase. FNB does a balance check, and if sufficient funds are available, it will be approved (this action is what causes the ?approved for purchase? inContact message).
? At this stage, the transaction is not processed yet and FNB merely reserves the amount until the acquiring bank presents it for payment.
? If you look at your available screen at that time, you would see this amount as an outstanding card authorization in the ?reserved bucket?, and you will not see the transaction on your statement as it has not been processed yet.
? When the acquiring bank presents the payment to FNB (which normally happens a few days afterwards) the transaction is processed by way of an entry on your statement and then released from the ?reserved bucket? accordingly.
? If bank charges, or debit orders go off your account in between when a card purchase was reserved until it is processed, and the bank charges and/or debit orders caused your account to have insufficient funds, the card purchase will attract a paid item fee when it is processed.
? Please refer to the attached terms and conditions that indicates the following ; (Note: that any funds reserved for point of sale transactions will only be deducted from your transactional account when the merchant successfully banks transaction with their bank. Until this happens it is your responsibility to monitor your transactional account, and not to use those reserved funds).