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Dean E

1 reviews | Active since Jan 2015

29 Nov 2022, 14:17

***********, Again.

After countless attempts to get a OTP from overseas, FNB continue to fail me. I have to spend money on skype calls only to get a temporary solution every time I need to transfer money.

1. I have changed my account to a FIrst Bussiness zero account which apparently has zero monthly account fees. Yet I get charged R16 a month for "#service fees" and I have only 2 debit orders coming off every month. So R8 per debit order basically. While this is "only" 16 rand, its still not free of charges. 2. While overseas I need to make payments and transfer from time to time. While in South Africa a few months back, I visited the bank no less than 10 times in a month and a half trying to close my gold account and open this one. I asked countless questions regarding fee structure, the ability to make online payments etc. I was ASSURED countless times that everything will be okay. I was also assured that sending a OTP to a foreign number would work just fine, and that email OTP no longer exist due to *****. I specifically made sure since I was cancelling my SA cell number when returning overseas. 3. I arrived overseas and needed to do dome online banking, and surprise surprise, when making the transaction I got a message to receive a OTP. Needless to say, it DID NOT come through on my international number, nor the local one (which I kept in anticipation of FNB's Failure to provide yet again) Nor the App, Nor the email. 4. So, I tried to use the App chat and got a response every 2 hours or so, beating around the bush asking the most utter absurd questions that would probably take a year to get to the point, with a new assistant answering each time then asking the same questions. So I had to call from overseas. 5. I loaded R200 into Skype in order to call FNB to get this sorted once and for all. After waiting and watching my money tick away, we go through all the formalities and I was told that I cannot use an international number to receive a OTP. I explained that when I was in the FNB Florida rd branch, they ASSURED me it would work. In the meantime I made the transaction with the help of the assistant while on the phone. Allowing the transaction to go through. After explaining all my previous interactions and failures, I was told that I would be contacted via email with a solution. I NEVER received that mail. Fail.... again. 6. A few weeks later I needed to do the same. Still no mail, still no solution. I tried in vain and well, nothing. So another R200 loaded in to skype, and a call. Waited online for 5 mins. Gave up. Tried again later got through with minutes to spare, wasted more money explaining the previous frustrations only to be told that it should be possible to receive on an international number. NOW, Im fuming. Clearly you do NOT have well trained staff and cannot give correct information. After telling your staff what is possible and whats not, they allowed the transaction to go through. 7. So, who is going to refund me my money that I spent on calls due to your incompetence??? Who is going to give me a solution to make transactions since there is NO way to receive a OTP despite there being three possible solutions, none of them work... And no doubt I will receive yet another *********** attempt to find a solution after this complaint has been read. They will have a half A** solution again no doubt. I thought the app was supposed to be used for this EXACT reason. 8. I have been a long time FNB user and have for the most part enjoyed the service I used to get. But honestly over the years I have felt like I have been downgraded in terms of what service I receive. I used to be greeted with a smile when I walked into the Florida road branch. They smiled, knew me, and always helped out. My recent interaction at the branch and online has been very far from friendly and much closer to me feeling like I should be thankful for you taking the time to see me. I am more than happy to give a one star for your service and since I need to make a new transaction soon, Ill have to pay another R200 fee to speak to another assistant telling me the same Bull**** the last one told me before they offer to allow the transaction to go through and not have a solution for the next time. Again. Im absolutely P*ss*d at your service. Unacceptable. So Disappointed.

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Replies (2)
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Dean E's update16 Dec 2022, 14:22
Reviewer Update
Here we go again. So after a day or two of emails and phone calls back and forth instilling confidence in me that the problem was now resolved, it is still the same. After all the questions and assurances, nothing. I try to make a payment and STILL do not receive the OTP as promised. Failure after failure after failure. What is the point of paying for a service that you do not so easy for you to take my money for fees, yet so hard for me to access my own money.... I have sent two emails to the previous communications emails which I was assured would help me solve any further problems after being very apologetic. But,.... Radio silence. As expected. You never cease to fail me, at least youre consistent about one thing.

DE
Dean E's update29 Dec 2022, 13:21
Reviewer Update
A week has gone by, I had to make another attempt at the chat within the app. I was told all the same things, all over again since the case umber is not followed up by one person. At this stage I am telling the consultants how to do their job. Needles to say, I had to manually bypass the OTP to make a transfer again... This is not convenient. When I asked what was the solution, they told me that once we make the transaction they would push my matter for more urgency. (again apparently). They asked me if the transaction went through repeatedly and I kept asking what was the solution for the next time. which they dodged the answer. The second that I told him the transaction went through, I was told that the consultant was lost, they will patch me through to another person. Seems, like passing the buck to me. Obviously there is non solution.