1 reviews | Active since Jul 2014
Hilariously useless customer support.
Customer service nightmare.
I bought a house. The home loan, short-term insurance, and life insurance through FNB. The first month, an FNB life debit goes off my account twice. I contacted FNB via the in-app chat to find out why, was told I should call FNB Life, not FNB. Okay? I call FNB Life, upon requesting my policy number, they tell me to chat to Home Loans, not them. What? So I go back to the FNB in-app support, explain the situation, get "transferred" to Home Loans. The banker doesn't respond and gets "disconnected"? Transferred to another Home Loans banker where I'm told because this is a new bond, they'll transfer me to the appropriate division for assistance. The chat closed and I didn't hear from anybody.
This is the WORST customer support system I've ever experienced. It's actually laughable. I'm dumbfounded by how inefficient your customer support is. FNB, don't contact me back or reply to this review, I rather contact a broker and have a new them sort out my life insurance, credit life insurance, short-term insurance, and home loan as far away from FNB as possible. And I would suggest anybody reading this do the same.
I didn't write this review to lodge a complaint, I could have done that myself via your broken customer support system.
I wrote that to warn others that might make the same mistake I did. Trusting FNB to be competent.
Adding onto that, we've been trying to get our property deed via our private banker for days now. Turns out, FNB has been sending our personal documents to the wrong email address! Someone else has been receiving our policies, deeds and who knows what other personal information!
The incompetence is astounding! Don't lodge a complaint, you might end up deleting our accounts by accident in the process.
I didn't write this review to lodge a complaint, I could have done that myself via your broken customer support system.
I wrote that to warn others that might make the same mistake I did. Trusting FNB to be competent.
Adding onto that, we've been trying to get our property deed via our private banker for days now. Turns out, FNB has been sending our personal documents to the wrong email address! Someone else has been receiving our policies, deeds and who knows what other personal information!
The incompetence is astounding! Don't lodge a complaint, you might end up deleting our accounts by accident in the process.
Thank you for taking the time to bring this to our attention, and we apologize for the inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department will provide you with feedback.
The reference number is: (insert reference number).
Regards,
Hello Peter Complaints Team
Thank you for taking the time to bring this to our attention, and we apologize for the inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department will provide you with feedback.
The reference number is: (insert reference number).
Regards,
Hello Peter Complaints Team