1 reviews | Active since Nov 2016
FNB still cannot help us.
<p>In May I duly wrote to the FNB premier suite team (which claims to offer superior service) to notify them that I would be travelling overseas and using my FNB credit card. The idea was to ensure that FNB was aware and that they would ensure that I have full use of my credit card while travelling. They duly wrote back and requested more personal details, which I provided. Upon arriving at Heathrow I went directly to an ATM to draw cash, in foreign currency, to facilitate my travels, only to be greeted with a screen informing me that FNB has blocked my PIN. So despite my trying to pre-empt a problem with using my FNB card for travelling, they blocked it as soon as I started.</p> <p> </p> <p>I immediatly wrote to the FNB premier suite team, in attempt to get the card unblocked. I received a reference number and assurance that they are dealing with my request on 25 May. It is now July, I have had no further contact from FNB and my credit card is still blocked.</p> <p> </p> <p>I had a very similar experience with the same card when I was about to travel to Australia some years ago. To date, FNB has been unable to tell me why my card was blocked in that instance. Do they do this as a matter of procedure no matter what notification they receive? Is it helpful to FNB as it keeps the ebucks earnings and rewards down?</p> <p> </p> <p>Perhaps if FNB concentrated on banking and less on constantly juggling the rules on a bewildering array of ebucks rewards and gimmicky requirements to use apps, internet benefits, identification procedures, adverts, department store sales, travel discounts etc., they could concentrate on running a reasonable banking service.</p> <p> </p> <p> </p> <p> </p>
Good Day,
I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***.
Regards,
Hello Peter Complaints
Naomi Petersen
*** (option one)
Good Day,
I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***.
Regards,
Hello Peter Complaints
Naomi Petersen
*** (option one)
Eventually they helped but it is utterly inadequate.
After posting the response above, I was phoned immediately by Naomi, but all she told me was that Natasha had been appointed to deal with the problem. Subsequent calls to Naomi were received by her voice mail and she has not returned the call. Natasha did get hold of me properly after three days, and after going over the details again (did she even read the complaint?), she was able to reset the PIN code and I have been able to use the card.
However, in addition to not being able to having to making considerable alternate banking arrangements (with Barclays) to fund my travels, I found that FNB has withdrawn my eligibility to access the SLOW lounge while travelling. I was not able to use the FNB card for over a month while travelling, but that did not stop FNB charging me the full fees, the eBucks linked fees (to amongst other things allow access to the SLOW lounge) etc. No apology has been forthcoming yet.
More importantly, I have followed up a number of times, but nobody can tell my why my card was blocked. This is important because I travel from time to time, and they spontaneously blocked my PIN card once before with no explanation. When queried on various occassions Natasha has offered:
The IT department is getting back to me.
I had not activated the card. On further discussion it emerged that this is the same process as changing ones PIN, which I did earlier this year.
I entered the PIN incorrectly in buying paint in early April. I then corrected my mistake and completed the sale, used the card for more than 20 purchases in April and May, but the PIN was blocked at Heathrow.
Natasha has since admitted that the last two explanations are nonsense.
FNB can you help? I am still waiting...
Eventually they helped but it is utterly inadequate.
After posting the response above, I was phoned immediately by Naomi, but all she told me was that Natasha had been appointed to deal with the problem. Subsequent calls to Naomi were received by her voice mail and she has not returned the call. Natasha did get hold of me properly after three days, and after going over the details again (did she even read the complaint?), she was able to reset the PIN code and I have been able to use the card.
However, in addition to not being able to having to making considerable alternate banking arrangements (with Barclays) to fund my travels, I found that FNB has withdrawn my eligibility to access the SLOW lounge while travelling. I was not able to use the FNB card for over a month while travelling, but that did not stop FNB charging me the full fees, the eBucks linked fees (to amongst other things allow access to the SLOW lounge) etc. No apology has been forthcoming yet.
More importantly, I have followed up a number of times, but nobody can tell my why my card was blocked. This is important because I travel from time to time, and they spontaneously blocked my PIN card once before with no explanation. When queried on various occassions Natasha has offered:
The IT department is getting back to me.
I had not activated the card. On further discussion it emerged that this is the same process as changing ones PIN, which I did earlier this year.
I entered the PIN incorrectly in buying paint in early April. I then corrected my mistake and completed the sale, used the card for more than 20 purchases in April and May, but the PIN was blocked at Heathrow.
Natasha has since admitted that the last two explanations are nonsense.
FNB can you help? I am still waiting...