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JC
John C

1 reviews | Active since Jun 2010

12 Dec 2017, 23:06

FNB unable to sort of Fcard balance issue

For the last four months I have enquired why my Firstcard straight balance consistently sits at around R10000 when I have not used my straight facility for 5 years. I ONLY use budget over 6 months, no exceptions. The response from FNB simply goes round and round. A call centre agent will phone me and explain that I have a balance on straight because the monthly instalments from my budget are transferred to my straight account. I understand that. If I pay the monthly instalments in full for the month, why does my straight balance still sit at R10000? BTW, the monthly instalments don't come near R10000 per month. After I explain this to the call centre agent, they can't explain and say they will get back to me. Nothing then happens and I email the query number to them again, and the same thing happens over and over again. This is surely an example of big corp. No wonder Capitec has done so well. Also they state I will get an answer within 48 hours on the automated query reply. I have read receipts on my emails and I have never seen a read receipt within 4 days. My query number is currently CRM: ********** ********** 4 from what I can make out.

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Replies (7)
FNB (First National Bank)
FNB (First National Bank)'s reply13 Dec 2017, 09:59
Official

Hello Johnclokie,

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)

JC
John C's update30 Dec 2017, 21:44
Reviewer Update
Hi, unfortunately I still do not fully understand what is going on here. I would like to address this issue face to face with someone from FNB Card. Please will you let me know where I need to be for this to happen? - John Clokie
JC
John C's update03 Jan 2018, 14:04
Reviewer Update
Hello, any response on this? I am in the Randburg area.
JC
John C's update03 Jan 2018, 14:55
Reviewer Update
Hi there, let me lay this out as I understand it. As an example, I buy something on budget for R1000 over 6 months @ 13% pa interest. This translates into 6 monthly payments of R173.04. For the next 6 months on a monthly basis I should be liable for a minimum payment of R173.04? The R173.04 is transferred to my straight account each month and I pay it from there as a monthly minimum balance? Obviously if I buy something else on budget the same applies? As an example R6000 over 6 months will be R1038.26 per month for 6 months. So if I purchased this item 2 months after the first purchase of R1000, I will pay R1209.30 for 4 months until the first amount of R173.04 is paid off and then the last 2 months will be R1038.26. The only amounts that are transferred to straight each month are the monthly installments from the budget purchases, if I spend nothing on straight? I'm assuming here that the monthly installments on the budget = the monthly minimum payments? In other words the straight and budget accounts are separate things unless I buy something on straight or don't pay the monthly budget amounts transferred over to straight each month? Can you confirm that my thinking is correct so far?
FNB (First National Bank)
FNB (First National Bank)'s reply03 Jan 2018, 15:06
Official

Good Day

Unfortunately Hello Peter can not respond on the above matter as only the relevant business units can.

Please contact *** / *** *** for further assistance .

Kind regards,

Hello Peter

JC
John C's update22 Jan 2018, 21:48
Reviewer Update
Hi, I've sent two emails to FNB Card and no response so far. Please will you follow up? Thanks, John Clokie
JC
John C's update25 Jan 2018, 12:41
Reviewer Update
Hello, I have now asked for the third time how far back I can get Fcard statements and what it will cost. I still do not honestly understand why I have such a large current balance and want to check month by month what happened. If I don't get a response to this I will request that this gets attended to by more senior management