1 reviews | Active since Mar 2009
How can we (not) help you?
<p>FNB's actual practices betray their real intentions. They aren't really interested in helping their clients. That's just something they say. If they really did want to help their clients, they'd make it easier to close an account - for example by having such functionality on their website. You can do just about anything else online, why not close an account? They didn't accept my email instruction either. They phoned me and wanted to do a verification that requires me to enter my card number and PIN (when they themselves repeatedly tell their clients never to disclose their PINs to anyone). That's not very a clever way to go about things. So I refused to do the verification. Now my only option is to go my local branch to give them my instruction there. I eventually got around to going to the branch, only to find it full of other clients that FNB were also (not) helping. It's a really effective way to frustrate clients and delay things like closing of accounts. Of course, to open an account is quite the opposite - it is convenience at it's best. 2, 3 clicks online and done! Outcome 6 of TCF = "Customers do not face unreasonable post-sale barriers..." For FNB this is a FAIL.</p>
Please accept our sincerest apology for the delay with your request. Your details were escalated to Premier who will be in contact with you and provide you with detailed Feedback.
Thank you for allowing us the opportunity to assist you with your request.
The reference for your complaint is 952983.
Kind regards
Complaints Resolution
Melinda Duvenhage
Email address: **********
Tel number: ********** (option one)
Please accept our sincerest apology for the delay with your request. Your details were escalated to Premier who will be in contact with you and provide you with detailed Feedback.
Thank you for allowing us the opportunity to assist you with your request.
The reference for your complaint is 952983.
Kind regards
Complaints Resolution
Melinda Duvenhage
Email address: **********
Tel number: ********** (option one)
Samantha contacted me. They just do not understand the problem I have in that they continually say that they will never ask for your PIN, but their standard authentication process when you call, requires you to enter your PIN. Just yesterday on their website they had this as part of a warning: "Remember, FNB will NEVER ask for your username, password or PIN in an email, SMS or phone call." And that is exactly as it read, and that is their own emphasis!
They seem to think that just because that's their standard way of authenticating people, that that in itself is sufficient justification for doing things that way. They are perfectly happy with this self-referential logic.
Samantha also couldn't give any good reason why the functionality to close an account is not available on their website.
Maybe that's why the branch was full of people - that's the only way to close their accounts...
Samantha contacted me. They just do not understand the problem I have in that they continually say that they will never ask for your PIN, but their standard authentication process when you call, requires you to enter your PIN. Just yesterday on their website they had this as part of a warning: "Remember, FNB will NEVER ask for your username, password or PIN in an email, SMS or phone call." And that is exactly as it read, and that is their own emphasis!
They seem to think that just because that's their standard way of authenticating people, that that in itself is sufficient justification for doing things that way. They are perfectly happy with this self-referential logic.
Samantha also couldn't give any good reason why the functionality to close an account is not available on their website.
Maybe that's why the branch was full of people - that's the only way to close their accounts...