Hellopeter
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Heidi B

1 reviews | Active since Mar 2009

10 Apr 2025, 18:54

In 2021, I submitted change of address forms, visited the branch twice, and filled out documentation, but the address remained incorrect

In 2021, I submitted change of address forms, visited the branch twice, and filled out documentation, but the address remained incorrect. Of my 3 accounts, only the first had the correct address; the second had 3 mistakes, and the third was unchanged. I gave up after that. In 2025, I needed a statement with the correct address. The call center told me I had to resubmit everything, despite not updating my address in 2021 as requested. I asked to speak to a manager but received no call back. A week later, after being asked the same questions, I was told my address had been updated, but the latest statement proved otherwise. I insisted on speaking to a manager, but the call dropped. I printed my statements and went to the branch, where they contacted the call center, repeating the same story. The correct address is on my main account, yet they won’t accept their own statement. After 2 hours, I have to wait for another update. Will attempt #8 finally work?

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Replies (2)
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Heidi B's update11 Apr 2025, 15:34
Reviewer Update
I received a call from FNB indicating again I have to resubmit the documentation. This after spending 2 hours at the branch and 40 minutes on calls with them. I was told to resubmit the documentation. I told her it is with the branch to which she said she does not have their phone number and they are not connected. I googled the phone number and gave her the e-mail who I gave the info to. Later that afternoon she came back to me telling me basically to resubmit as each department is separate and not linked to one another and needs their own documents. So if you have a bond you need to send in documents, if you have a credit card your have to send in separate documents, if you have a current account each is a different department. I now have to send in all my business info that was ficad in 2023 because their internal departments dont talk to one another, What a joke. Ps dont phone their call centre or go to the branch because none of them know what needs to be done.
HB
Heidi B's update11 Apr 2025, 15:40
Reviewer Update
PS they told me my bond has not been Ficad since 2016, yet I uploaded fica documentation every time it is requested and even raised a issue with the continious requests received for Fica documentation on Hellopeter. The gap in their administration processes is huge. Just to change a address this is what you have to go though and now I have to be refica'd as well and for a business it is quite a process.