Hellopeter
Share Your Experience
MM
Makgethwa M

1 reviews | Active since Jun 2017

26 Jan 2018, 14:08

Incorrect card delivered

I called into fnb to arrange for a credit card on my account. I was offered an upgrade to a premier account and corresponding premier credit card.

I received my new credit card today, and it was the incorrect card. I called into fnb to alert the the the incorrect credit card type was delivered, being gold. I was sent from pillar to post and am yet to find a resolution. I've called into fnb four times trying to find someone to help me. I was transferred a number of times and at one point I was transferred to wesbank.

The automated system is not the greatest. Consultants were not helpful at all. I am still sitting with the wrong card which I don't see the sense in activating as it is not what I am being billed for.

0
Replies (6)
FNB (First National Bank)
FNB (First National Bank)'s reply26 Jan 2018, 15:10
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 the relevant department for investigation and resolution. I have requested that they provide feedback.

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

Regards,

Hello Peter Complaints

Naomi Petersen

*** (option one)

MM
Makgethwa M's update30 Jan 2018, 14:23
Reviewer Update
Hi Naomi, As per our telephone conversation, I have not received any feedback on this query. Last I heard from fnb was the missed call on Friday where I asked a colleague to tell the fnb rep to call in 5 min and she agreed, but that did not happen. I then called back and went through to voicemail. I called you and you said you will follow up. A day later I am yet to hear from fnb. Please arrange to have the correct card delivered I should not have to follow up on a query I have already escalated with you
MM
Makgethwa M's update31 Jan 2018, 09:15
Reviewer Update
My second card has just been delivered to the wrong place. I received a call from from Salt Provident saying my card is at reception. That is NOT the company name and address I gave to Thabo Maupa when I ordered the card. Had I known it would be such a nightmare to get the correct card at the correct address provided and spelt out to you, I would have requested it from a competent bank. 5 days after I was supposed to receive the one card, I am still sitting with the incorrect card. When I call consultants back, I get though to voicemail. No one returns my calls. I must follow up with you for you to do your job. Why?
FNB (First National Bank)
FNB (First National Bank)'s reply31 Jan 2018, 12:00
Official

Good day Kgethi087,

Thank you for your posting.

Your comments has been escalated to a manager at FNB Credit Card division to investigate and rectify the matter.

I do apologise for the lack of service received and frustration caused.

Regards,

Hello Peter Complaints Team

*** (option one)

MM
Makgethwa M's update01 Feb 2018, 19:07
Reviewer Update
Hi. I have just logged onto the app and noticed that 2 credit cards appear there. One gold and a premier. Both have been debited the initiation fee which I was told will only come off once (R175). I do not want 2 credit cards. I had asked for one, being the premier credit card. Please cancel the one and reverse the fee as I am not responsible for the mix up. When ordering my card I was told by Thabo Maupa that he will monitor and ensure that I get the premier credit card
FNB (First National Bank)
FNB (First National Bank)'s reply02 Feb 2018, 11:16
Official

Good day Kgethi087,

Thank you for your posting.

I do regret taking note of your experience and the frustration it s causing.

The matter off the two Credit Card accounts on your banking profile had been addressed with a manager at FNB Credit Card Division and we have instructed them to close the Gold account. Once this is done feedback will be provided.

Please accept our apologies for the inconvenience and frustration caused.

Regards,

Hello Peter Complaints Team

*** (option one)