Item: FNB (First National Bank)
Rating: 1
Author: Cherees O'Reilly

FNB (First National Bank)'s replyOfficial

27 Sept 2018, 12:41

Good day Cherees ,

I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.

I have noted that complaint reference ***NF was issued for your complaint. I have referred the complaint to the relevant department and have requested that they provide assistance and to make contact with you to address your concerns.

I again apologise for any inconvenience caused.

Kind Regards,

Hello Peter Complaints Team

*** (option one)

FNB (First National Bank)'s reply27 Sept 2018, 12:41

Official

Good day Cherees ,

I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.

I have noted that complaint reference ***NF was issued for your complaint. I have referred the complaint to the relevant department and have requested that they provide assistance and to make contact with you to address your concerns.

I again apologise for any inconvenience caused.

Kind Regards,

Hello Peter Complaints Team

*** (option one)

CO

Cherees O'Reilly's updateReviewer Update

11 Oct 2018, 14:56

I received am email from FNB indicating something along the lines that only R2000 of my balance will be covered. Unfortunately I seem to have accidentally lost this email. As per the sms I received on 27 September at 12:39 with the reference number as per above ********** NF I emailed them at the email address given in the text message on 5 October to follow up (I used the reference number the provided). They then responded to me the same day indicating that I need to RESEND my "request" to them with my ID number as well as they cannot access my account. What is the point of the reference number then???? How can they not access my account with the reference number THEY gave me???? I responded to them to this effect, stating that I gave them the reference number THEY provided me, so surely they should be able to pick up my profile and issue. I again provided my ID number as well as clearly no one can use their common sense. I received a response two days later on 8 October advising me that my "request" has been forwarded to the collections department and that my request will be processed within 24 to 48 hours. I still don't know what is going on or how this so-called "Automatic Debt Protection" works? I specifically requested to be contacted by email only for two reasons: 1. I cannot take calls. AND 2. I want EVERYTHING in black on white for the record. I need this to be addressed (VIA EMAIL) as a matter of urgency as this is pathetic customer service and continues with no help.

CO

Cherees O'Reilly's update11 Oct 2018, 14:56

Reviewer Update

I received am email from FNB indicating something along the lines that only R2000 of my balance will be covered. Unfortunately I seem to have accidentally lost this email. As per the sms I received on 27 September at 12:39 with the reference number as per above ********** NF I emailed them at the email address given in the text message on 5 October to follow up (I used the reference number the provided). They then responded to me the same day indicating that I need to RESEND my "request" to them with my ID number as well as they cannot access my account. What is the point of the reference number then???? How can they not access my account with the reference number THEY gave me???? I responded to them to this effect, stating that I gave them the reference number THEY provided me, so surely they should be able to pick up my profile and issue. I again provided my ID number as well as clearly no one can use their common sense. I received a response two days later on 8 October advising me that my "request" has been forwarded to the collections department and that my request will be processed within 24 to 48 hours. I still don't know what is going on or how this so-called "Automatic Debt Protection" works? I specifically requested to be contacted by email only for two reasons: 1. I cannot take calls. AND 2. I want EVERYTHING in black on white for the record. I need this to be addressed (VIA EMAIL) as a matter of urgency as this is pathetic customer service and continues with no help.

FNB (First National Bank)'s replyOfficial

11 Oct 2018, 15:20

Good day Cherees,

Thank you for your posting and for bringing this matter to our attention. I do apologise for the inconvenience caused.

I have reviewed you complaint and noted that an email response was sent to you on the 28/09/2018 at 09:15am. I have sent a request to FNB Credit Card requesting that they resend the email and to be in contact with you.

Regards,

Hello Peter Complaints Team

*** (option one)

FNB (First National Bank)'s reply11 Oct 2018, 15:20

Official

Good day Cherees,

Thank you for your posting and for bringing this matter to our attention. I do apologise for the inconvenience caused.

I have reviewed you complaint and noted that an email response was sent to you on the 28/09/2018 at 09:15am. I have sent a request to FNB Credit Card requesting that they resend the email and to be in contact with you.

Regards,

Hello Peter Complaints Team

*** (option one)

CO

Cherees O'Reilly's updateReviewer Update

23 Oct 2018, 11:30

Thank you for your assistance and response. • I note your message of 11 October indicated you requested FNB Credit Card to resend the email and to be in contact with me. However I received nothing. • On Thursday 18 October I followed up AGAIN with them directly whereupon they forwarded me the following: Fri,28 Sep 2018 09:22 AM: CALLED CLIENT FOR COMPLAINT ********** NF REGARDING ADP. SHE WAS UNAVAILABLE LEFT MSG AND EMAILED HER RESPONSE I ADVISED THAT SHE DOES HAVE ADP AS IT IS AUTOMATIC HOWEVER THE BALANCE SHOULD BE LESS THAN R5000 FOR FREE PREMIUM ANYTHING ABOVE SHE CAN OPT FOR TDP WHICH IS R5/R1000. MATTER RESOLVED. ***ZANELE FNB CUSTOMER EXP • I then responded again on 18 October, thanking them for resending the message to me and advising that contrary to Zanele’s note on their system the matter was NOT resolved. I enquired how I can I go about using the ADP for the amount that it does in fact automatically cover or otherwise how I can proceed with the Top up in order to activate and use the Debt Protection. Note, I specifically requested to be contacted via email as I am attending interviews/travelling for interviews for work and therefore not available on the phone and therefore email is best. • To date (Tuesday 23 October) no response has been received.

CO

Cherees O'Reilly's update23 Oct 2018, 11:30

Reviewer Update

Thank you for your assistance and response. • I note your message of 11 October indicated you requested FNB Credit Card to resend the email and to be in contact with me. However I received nothing. • On Thursday 18 October I followed up AGAIN with them directly whereupon they forwarded me the following: Fri,28 Sep 2018 09:22 AM: CALLED CLIENT FOR COMPLAINT ********** NF REGARDING ADP. SHE WAS UNAVAILABLE LEFT MSG AND EMAILED HER RESPONSE I ADVISED THAT SHE DOES HAVE ADP AS IT IS AUTOMATIC HOWEVER THE BALANCE SHOULD BE LESS THAN R5000 FOR FREE PREMIUM ANYTHING ABOVE SHE CAN OPT FOR TDP WHICH IS R5/R1000. MATTER RESOLVED. ***ZANELE FNB CUSTOMER EXP • I then responded again on 18 October, thanking them for resending the message to me and advising that contrary to Zanele’s note on their system the matter was NOT resolved. I enquired how I can I go about using the ADP for the amount that it does in fact automatically cover or otherwise how I can proceed with the Top up in order to activate and use the Debt Protection. Note, I specifically requested to be contacted via email as I am attending interviews/travelling for interviews for work and therefore not available on the phone and therefore email is best. • To date (Tuesday 23 October) no response has been received.

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