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LvdW
Louis van der Westhuizen

1 reviews | Active since Apr 2012

05 Mar 2018, 09:30

*********** service

I was trying to downgrade my Platinum Account to Gold online on FNB's web site. This caused me to create another Gold Cheque account. I logged a query the same day to get assistance as this was done in error before I get charged for bank costs for a second account. The reference email said if I need assistance sooner I need to use Secure chat on the FNB app which I did. The agent said she could not use my previous reference and just logged another call which I have to wait for another 48 hours. She said she could not assist me with my query. CCD Couriers is already calling me to have this new Gold Cheque Card delivered and still I did not get any assistance. and it has been more than 48 hours. As part of my query I also need to order additional card for the Mrs because we want all our banking go through FNB. Can someone competent please assist me.

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Replies (3)
FNB (First National Bank)
FNB (First National Bank)'s reply05 Mar 2018, 10:33
Official

Good Day,

I truly regret taking note of your experience; thank you for bringing this to my attention. Please accept my deepest apologies.

Your complaint has been referred to FNB Premier Resolution Centre for assistance with downgrading your current Premier Cheque account and closing the Gold account with was opened in error. I have requested that they provide feedback.

Complaint reference number ***NF was issued for your complaint.

Regards,

Hello Peter Complaints Team

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LvdW
Louis van der Westhuizen's update12 Mar 2018, 08:44
Reviewer Update
Good day This still has not been resolved. I still have an extra account on my Profile, my Platinum account is still untouched. FNB has breached the 48 hour SLA by far already. What is holding up the process? Please do not tell me FNB needs a phone call to assist me. The instruction was pretty clear. 1. Close the extra Gold Account that was created in error 2. Downgrade the FNB Platinum Account to a Gold Cheque Account Regards Louis
FNB (First National Bank)
FNB (First National Bank)'s reply12 Mar 2018, 12:51
Official

Good Day,

Thank you for your posting.

Your comments has been escalated to FNB Premier Resolution Centre and they have advised that the rescue department has tried to contact you on several occasions but they were unsuccessful.

Please can you advise on which number you can be contacted as well as a suitable, convenient time to have the matter addressed. and resolved.

Please accept my apologies for any frustration caused.

Regards,

Hello Peter Complaints

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