*********** management and problem solving

Early July 2017, I built up enough courage to call FNB's contact centre (credit card division) and request assistance with reshuffling of funds in order to assist with some financial constraints. A very helpful, or so I thought at the time, consultant assisted with the process and we arranged new payment and term.

SMSs dated 10/07/2017 confirms the change in limits etc. and on the day of my call, the agent confirmed that NO amount is due for July, yes, NO amount was due. I asked the agent three times, and all three times, she confirmed the same. I almost felt bad warning her that should any payment come off, I'd be very unhappy and will immediately submit a complaint.

And so, as expected, even after confirming THREE times, the damn full amount was debited on 15/07/2017... FIVE days after confirmation was received that the new term and instalment was successful. Now in all fairness, if this wasn't possible or the proper process, tell me so, but to have an amount deducted which was not approved is utter BS.

I called FNB a few times and lost all patience as it takes a minimum of 10-15 minutes each time just to get through to the correct department and/or anyone for that matter. So on 27/07/2017, I get through eventually and made sure I spoke to the same consultant as before as Lord knows at that point I am not about to retell my entire story and the reason for my call. After speaking to the consultant, she admits that either the information provided to me was incorrect OR the system processed payment in error - So which is it?? Putting my frustration aside, I requested her line manager to assist and take over the call. After waiting on hold for some time, a team leader by the name of Sandy takes over the call and apologises for the error on their part as the debit was not supposed to go off on 15/07/2017 as this was not agreed. She confirmed that a complaint would be sent to the relevant department for investigation and I’d receive feedback shortly (reference number to this complaint – ********** ).

Days pass, weeks pass and low and behold, no call back. When I call, the TL is on leave, then sick leave, then not available.

On 05/09/2017, I call again, with high hopes of any resolution only to find that my complaint was closed by the admin division as they could not get hold of me telephonically. Please note here – NO CALLS were received at my place or work, nor my cell so who did you call? The team leader who I previously dealt with, takes over the call 40 minutes later whilst I was placed on hold. She informed me that since she’d have to refresh her memory and refer back to the details of my complaint, she’d need to call me back and with that, the call was ended. Later the same day, Sandy calls back advising me that she’d listened to the relevant calls, read all that was needed to read and would now need to liaise with her manager regarding further instruction and again, call me back the next day by lunch time. In addition to this, I add to my complaint as I received an SMS informing me that my account is in excess and I now have to PAY FNB – I asked Sandy to look into this as well.

Here we are, 06/09/2017…. A call back was received from Sandy at 15:48 (not sure what “by lunch time” means to her but anyway). Sandy confirms everything as previously discussed and additionally, informs me that the reason another debit was taken on 05/09/2017, was due to monthly admin fees.

Sandy advised, as per management, as a gesture of good faith, they would reimburse me the admin fee… The admin fee is 25% of the actual instalment you too****! I referred her back to her manager to relook at the situation which has dragged on for more than it needed to and also to relook the reimbursment.

Today is 07/09/2017, no call back, again as promised and now I’ve had it with FNB, Sandy Aslett and her manager Jane Sidona (Randburg).

M. Victor