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MM
Michael M

1 reviews | Active since May 2013

16 Jan 2025, 06:43

FNB stole my money, now I have to fight to get it back

Yesterday I attempted to use FNB’s in-app ‘partner store’ to purchase an Apple Watch from iStore. I went through the full checkout process. At the final confirmation step, I was presented with an error “The partner is unable to fulfil your order at this time”. That would have been simply annoying, however, the money has been taken from my ebucks and primary bank account without any order being generated!

Now not only is there no Apple Watch on the way, but I am having to contest with endless variety of departments and call centre agents (who mostly can’t understand what’s gone wrong) JUST TO GET BACK THE MONEY ****** FROM ME BY FNB USING THEIR PLATFORM!

No online checkout process I’ve ever used - even the most amateur - has taken my money like this without producing an order. And this one is built by one of SAs largest financial service providers.

After being with the bank for about 30 years, I’m seriously considering moving everything including my bond to a bank with more robust systems and a less painful customer service experience.

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Replies (3)
MM
Michael M's update16 Jan 2025, 07:00
Reviewer Update
What makes the situation even more unfortunate is that I was purchasing the watch after months of deliberation and finally decided to get it as a birthday gift for myself. Little did I know that buying it through FNB would cause me much pain. This is the same bank that called me on my 30th birthday - not to congratulate me, but to try and sell me insurance.
MM
Michael M's update23 Jan 2025, 10:18
Reviewer Update
I have been sent the device. However, the matter is not fully resolved. It seems the device discount option has not been activated since my ebucks partner store profile shows the discount as unclaimed. Please fix the issue so I can receive the advertised discount.
MM
Michael M's update29 Jan 2025, 14:12
Reviewer Update
Please help, FNB. This is a real dilemma. Now I have the device, but no associated discount has been activated as far as I can tell. Additionally, someone has also processed a refund of the original purchase amount back into my account. So now I don’t know what to do with the device. Is someone intending to collect it as a return? Can I start using it? I have raised the issue on Twitter / X as well as emailing the ebucks team and I’ve not had any response.