FNB slow lounge complain #****************, #Misinformed

<p>Good day</p> <p>My story; #Unhappy, #Feeling******, #Misinformed, #Shameonyou</p> <p>* I Travelled to Cape town from OR Tambo airport (Domestic) on the 15June 17’. Return flight to JHB on the same day.</p> <p>* First time user to the FNB slow lounge.</p> <p>* I question the receptionist/representative/hostess at the entrance of the lounge whether I do qualify to access the lounge (Platinum card holder), including also enquiring about the fee involved.</p> <p>* The FNB representative then ask me to present my card, she swipes my card, and then notifies me very professionally that it is free of charge. I did not enter my PIN code.</p> <p>* There is no sign, notice boards or any existing indication within the entire lounge area that describes or notifies me as the user about the qualifying term and conditions or the possible fees applicable to the lounge. This process has according to me been dealt with and discussed between myself and the hopefully trained FNB representative before me even entering the lounge??</p> <p>* I enjoy one wonderful cappuccino, and also took one water to go.</p> <p>* The lounge is self-help, no ‘just-in-time’ payments are requested, no payments are processed or discussed within the lounge. The impression given is that once you have been qualified to enter the lounge, then everything is free of charge.</p> <p>* However, this is definitely not the case….</p> <p>* On the 19June 2017, I log into my online banking account, behold R250 #slowlounge fee charge. No SMS, no invoice, no signature, no payment agreement. Typical ****************.</p> <p>* I call FNB, I log a query/complaint. They state that the issue will be resolved or feedback will be given within 48 hours. This was not the case at all. I had to follow up several times without any concrete result.</p> <p>* 16 Days pass, I log into my online banking again, behold, once again R250 charge on the 5July (possibly now for the same day return flight from CT to JHB three weeks ago). Yes, I did make use of the FNB lounge at CT airport; but only because I was once again wrongfully informed by the FNB representatives that the lounge is indeed free of charge for all FNB clients with my type of banking profile ********** <p>* I was and still am extremely furious, and most definitely quizzed this second deduction, even requesting feedback for my first query that was still not resolved.</p> <p>* In a ‘nutshell’, FNB rep**** to me on the 12July 17’ (21 days later) that they were not going to refund me because they claim to have send me a document via email during June 2016 (1 year ago), informing their clients of the change in policy w.r.t the slow lounge.</p> <p>* All good FNB, but you clearly forgot to inform and give training to your employees or representatives of your company working within the slow lounges.</p> <p>* Or maybe this is just a good business strategy for you?</p> <p>* Now, I have now read many similar complaints about this topic on several different platforms concerning this so called misperception, false information sharing and outright lies. And it just do not seem that you are willing to accept responsibility or even deal with the fact that your loyal customers are feeling that they are being misinformed and even ****** in plain sight.</p> <p>* Shame on you FNB!!! You are better than this.</p> <p>PS. I don’t know how you calculated the R250 fee per person per lounge visit, outright ridiculous! #pricemustfall</p> <p> </p>