AC
Alan C
1 reviews | Active since Mar 2013
01 Oct 2021, 11:44
How can we help you? Really?!!!!
1 October 2021
My replacement FNB Petro Card was delivered to me at my home address this morning. On opening the I carefully read the enclosed letter that presents, as the third option to “Activate your card” as “Call the number on the back or your card” – i.e. Customer Call Centre ***.
I did this as I currently do not have access to a computer! Under options I pressed 3 for personal cards and got through to a lady who cut me off as soon as she heard “Activate Card”.
I phoned back. Same process, but got the name ‘HESI’ who told me to go to a branch or use the internet. When I asked what the purpose of the third option on the letter is – HESI cut me off. Is this the caliber of the employees at FNB or just those in Customer Care.
Apparently FNB, albeit that they present phone activation as an option in their correspondence, do not offer phone activation after all.
How can you help me? Seems you can't!
Helpful (0)
Replies (2)0
Replies (2)AC
Alan C's updateReviewer Update
01 Oct 2021, 13:07...and blah, blah, blah!
AC
Alan C's update01 Oct 2021, 13:07
Reviewer Update
...and blah, blah, blah!
AC
Alan C's updateReviewer Update
11 Oct 2021, 15:50FNB “How may we help you?” – Clearly you cannot help me! So here is follow-up from FNB Customer Call Centre to my Hello Peter Complaint logged on 1 October 2021 A recap: I received a new FNB Petro Card on 1 Friday October 2021. The card required activation and the enclosed pamphlet includes instructions under point “1”. Option 1 and 2 require internet connection – which I did not have at the time. Option 3 reads: “OR Call the number on the back of your card.” I got through to the number ***) and as soon as I mentioned ‘Activate Card’ was cut off. I phoned a second time but got the service providers name – ‘Hesi’. Hesi told me to go to a branch or use the internet. When I asked what the purpose of the third option on the letter is – HESI cut me off. Remember FNB offer the Customer Care Centre as an option for activation, in writing, on their document! How can we help you? Really? I logged a complaint on Hello Peter. I received the following reply, via Hello Peter from FNB. Good day Mr Alan ******, 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 who will provide you with feedback The reference number is: ***. Regards, FNB Customer Resolution Center On Friday 1 Oct 14h45 I received an email: Dear Mr ******,
We refer to your complaint reference ***.
Thank you for contacting FNB Digital Banking.
Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint.
Should you require further Digital Banking assistance please do not hesitate to contact us via e-mail, or telephonically on *** or if you are dialling from outside South Africa, dial the number below first followed by the 087 number above when prompted: +***1.
Regards,
Taryn Jackson
FNB Digital Banking I Rep**** Mon 4 Oct 08h43 Good morning Taryn Jackson, I look forward to your call to me regarding *** and attach the following for reference during our discussion:- Attached: FNB Petro Card Letter accompanying Petro Card. Mon 4 Oct 15h52Dear ******, [sic]
We refer to your recent complaint regarding your FNB PETRO CARD.
We can see that you have activate [sic] the card on your Online banking [sic] Profile.
We would also line [sic] to apologies [sic] for any inconvenience and should you have any further enquiries please contact us.
Kind Regards
Natasha Adolph
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg 2001 I rep**** Tuesday 5 Oct 08h02 My complaint has still not been addressed - I am awaiting personal contact from FNB! I went to a third party - not FNB - to assist me with my situation (regarding activation). Tuesday 5 Oct 11.16 Good Day MR ALAN X ******,
Thank you for your email.
We do apologize for any issues caused.
The agents team leader/ supervisor have been made aware of this below, please note the internal process will be carried out with regards to non-assistance.
Please note you may send an email to *** *** for any request you need assistance. (statements anything we will escalate your request).
We do apologize for any issues this may have caused.
Regards.
FNB. Thursday Oct 7 08h49 I rep**** I see that Taryn Jackson, as a representative of FNB, is really serious about Customer Service: This is an extract from her email to me dated 1 October 2021 at 14h45, i.e. 6 days ago. "Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint". I have yet to be contacted! Clearly it is believed that time will address my complaint! May I say "Wrong"! It is now Monday 11 October and not a word or any help from FNB with their recent advertising campaign “How can we help you?” Clearly FNB is incapable of helping me! Also, clearly FNB ‘Customer Care’ is a also a missnomer! Thank you Hesi, Taryn and Natasha for excellent non-service!
We refer to your complaint reference ***.
Thank you for contacting FNB Digital Banking.
Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint.
Should you require further Digital Banking assistance please do not hesitate to contact us via e-mail, or telephonically on *** or if you are dialling from outside South Africa, dial the number below first followed by the 087 number above when prompted: +***1.
Regards,
Taryn Jackson
FNB Digital Banking I Rep**** Mon 4 Oct 08h43 Good morning Taryn Jackson, I look forward to your call to me regarding *** and attach the following for reference during our discussion:- Attached: FNB Petro Card Letter accompanying Petro Card. Mon 4 Oct 15h52Dear ******, [sic]
We refer to your recent complaint regarding your FNB PETRO CARD.
We can see that you have activate [sic] the card on your Online banking [sic] Profile.
We would also line [sic] to apologies [sic] for any inconvenience and should you have any further enquiries please contact us.
Kind Regards
Natasha Adolph
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg 2001 I rep**** Tuesday 5 Oct 08h02 My complaint has still not been addressed - I am awaiting personal contact from FNB! I went to a third party - not FNB - to assist me with my situation (regarding activation). Tuesday 5 Oct 11.16 Good Day MR ALAN X ******,
Thank you for your email.
We do apologize for any issues caused.
The agents team leader/ supervisor have been made aware of this below, please note the internal process will be carried out with regards to non-assistance.
Please note you may send an email to *** *** for any request you need assistance. (statements anything we will escalate your request).
We do apologize for any issues this may have caused.
Regards.
FNB. Thursday Oct 7 08h49 I rep**** I see that Taryn Jackson, as a representative of FNB, is really serious about Customer Service: This is an extract from her email to me dated 1 October 2021 at 14h45, i.e. 6 days ago. "Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint". I have yet to be contacted! Clearly it is believed that time will address my complaint! May I say "Wrong"! It is now Monday 11 October and not a word or any help from FNB with their recent advertising campaign “How can we help you?” Clearly FNB is incapable of helping me! Also, clearly FNB ‘Customer Care’ is a also a missnomer! Thank you Hesi, Taryn and Natasha for excellent non-service!
AC
Alan C's update11 Oct 2021, 15:50
Reviewer Update
FNB “How may we help you?” – Clearly you cannot help me! So here is follow-up from FNB Customer Call Centre to my Hello Peter Complaint logged on 1 October 2021 A recap: I received a new FNB Petro Card on 1 Friday October 2021. The card required activation and the enclosed pamphlet includes instructions under point “1”. Option 1 and 2 require internet connection – which I did not have at the time. Option 3 reads: “OR Call the number on the back of your card.” I got through to the number ***) and as soon as I mentioned ‘Activate Card’ was cut off. I phoned a second time but got the service providers name – ‘Hesi’. Hesi told me to go to a branch or use the internet. When I asked what the purpose of the third option on the letter is – HESI cut me off. Remember FNB offer the Customer Care Centre as an option for activation, in writing, on their document! How can we help you? Really? I logged a complaint on Hello Peter. I received the following reply, via Hello Peter from FNB. Good day Mr Alan ******, 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 who will provide you with feedback The reference number is: ***. Regards, FNB Customer Resolution Center On Friday 1 Oct 14h45 I received an email: Dear Mr ******,
We refer to your complaint reference ***.
Thank you for contacting FNB Digital Banking.
Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint.
Should you require further Digital Banking assistance please do not hesitate to contact us via e-mail, or telephonically on *** or if you are dialling from outside South Africa, dial the number below first followed by the 087 number above when prompted: +***1.
Regards,
Taryn Jackson
FNB Digital Banking I Rep**** Mon 4 Oct 08h43 Good morning Taryn Jackson, I look forward to your call to me regarding *** and attach the following for reference during our discussion:- Attached: FNB Petro Card Letter accompanying Petro Card. Mon 4 Oct 15h52Dear ******, [sic]
We refer to your recent complaint regarding your FNB PETRO CARD.
We can see that you have activate [sic] the card on your Online banking [sic] Profile.
We would also line [sic] to apologies [sic] for any inconvenience and should you have any further enquiries please contact us.
Kind Regards
Natasha Adolph
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg 2001 I rep**** Tuesday 5 Oct 08h02 My complaint has still not been addressed - I am awaiting personal contact from FNB! I went to a third party - not FNB - to assist me with my situation (regarding activation). Tuesday 5 Oct 11.16 Good Day MR ALAN X ******,
Thank you for your email.
We do apologize for any issues caused.
The agents team leader/ supervisor have been made aware of this below, please note the internal process will be carried out with regards to non-assistance.
Please note you may send an email to *** *** for any request you need assistance. (statements anything we will escalate your request).
We do apologize for any issues this may have caused.
Regards.
FNB. Thursday Oct 7 08h49 I rep**** I see that Taryn Jackson, as a representative of FNB, is really serious about Customer Service: This is an extract from her email to me dated 1 October 2021 at 14h45, i.e. 6 days ago. "Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint". I have yet to be contacted! Clearly it is believed that time will address my complaint! May I say "Wrong"! It is now Monday 11 October and not a word or any help from FNB with their recent advertising campaign “How can we help you?” Clearly FNB is incapable of helping me! Also, clearly FNB ‘Customer Care’ is a also a missnomer! Thank you Hesi, Taryn and Natasha for excellent non-service!
We refer to your complaint reference ***.
Thank you for contacting FNB Digital Banking.
Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint.
Should you require further Digital Banking assistance please do not hesitate to contact us via e-mail, or telephonically on *** or if you are dialling from outside South Africa, dial the number below first followed by the 087 number above when prompted: +***1.
Regards,
Taryn Jackson
FNB Digital Banking I Rep**** Mon 4 Oct 08h43 Good morning Taryn Jackson, I look forward to your call to me regarding *** and attach the following for reference during our discussion:- Attached: FNB Petro Card Letter accompanying Petro Card. Mon 4 Oct 15h52Dear ******, [sic]
We refer to your recent complaint regarding your FNB PETRO CARD.
We can see that you have activate [sic] the card on your Online banking [sic] Profile.
We would also line [sic] to apologies [sic] for any inconvenience and should you have any further enquiries please contact us.
Kind Regards
Natasha Adolph
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg 2001 I rep**** Tuesday 5 Oct 08h02 My complaint has still not been addressed - I am awaiting personal contact from FNB! I went to a third party - not FNB - to assist me with my situation (regarding activation). Tuesday 5 Oct 11.16 Good Day MR ALAN X ******,
Thank you for your email.
We do apologize for any issues caused.
The agents team leader/ supervisor have been made aware of this below, please note the internal process will be carried out with regards to non-assistance.
Please note you may send an email to *** *** for any request you need assistance. (statements anything we will escalate your request).
We do apologize for any issues this may have caused.
Regards.
FNB. Thursday Oct 7 08h49 I rep**** I see that Taryn Jackson, as a representative of FNB, is really serious about Customer Service: This is an extract from her email to me dated 1 October 2021 at 14h45, i.e. 6 days ago. "Please note that this email serves as acknowledgement of your complaint, I will contact you shortly to assist regarding your complaint". I have yet to be contacted! Clearly it is believed that time will address my complaint! May I say "Wrong"! It is now Monday 11 October and not a word or any help from FNB with their recent advertising campaign “How can we help you?” Clearly FNB is incapable of helping me! Also, clearly FNB ‘Customer Care’ is a also a missnomer! Thank you Hesi, Taryn and Natasha for excellent non-service!