VR
Valincia R
1 reviews | Active since Dec 2019
02 Apr 2020, 13:04
It's Sad :(
I would give this zero stars but that's not an option. After years of using my finger print to access the cell phone banking app on my iPhone I tried to log into my FNB banking app an it suddenly wants me to put in my password. I obviously don't keep that on hand as it is 16 characters long and complies with all of the tips they tell us to use when choosing a secure password. This is most inconvenient. I then had to whip out my laptop and suffer through disgusting mobile wifi connectivity to get to my online profile and eventually make a payment. It's sad!
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Valincia R's updateReviewer Update
02 Apr 2020, 14:33Thanks for your reply. I promptly received a call from FNB. I spoke to a lady whose name I unfortunately did not get as the connection was pathetic. I don't blame her for that though, it seems that all calls I receive lately have the same pathetic connection and that will need to be addressed on a separate complaint.
The lady proceeded to inform me that the reason that the app was requesting a password was because it sometimes requires a password after several logins through biometric authentication. This she said is a security measure. I don't have an issue with that point.
However, the thing that I explained to her which perhaps I should have included in the original complaint was that I did indeed login to the cellphone banking app using biometric finger print authentication. I proceeded to make a transaction and then logged out. I then noticed a New Covid-19 icon on the home screen of the banking app and proceeded to touch on it to open it. It was only once I did that, that the app asked for my password. Now it's asking for my password and I don't have it with me so I can't use my cellphone banking app. I can access my profile through online banking which I will do.
It is an inconvenience which I am willing to bear because I accept that it is my fault that I do not have my password with me. However it is your fault that you made an update to the app and failed to notify me that if I tried to access the New Covid-19 icon that it would mess up the way I have been logging in to my banking app for the last few years. A change came through with the update and it was not communicated to your clients. It is going to create issues for many who do not have their passwords, I doubt that I can be the only one that will experience this issue.
The lady did inform me that I can go change the password on the online banking and then put the new password in on the cellphone banking app. But my point is that I don't want to change my password and I would not have needed to go through any of this if you had just informed your clients that your update would come with changes.
The lady proceeded to inform me that the reason that the app was requesting a password was because it sometimes requires a password after several logins through biometric authentication. This she said is a security measure. I don't have an issue with that point.
However, the thing that I explained to her which perhaps I should have included in the original complaint was that I did indeed login to the cellphone banking app using biometric finger print authentication. I proceeded to make a transaction and then logged out. I then noticed a New Covid-19 icon on the home screen of the banking app and proceeded to touch on it to open it. It was only once I did that, that the app asked for my password. Now it's asking for my password and I don't have it with me so I can't use my cellphone banking app. I can access my profile through online banking which I will do.
It is an inconvenience which I am willing to bear because I accept that it is my fault that I do not have my password with me. However it is your fault that you made an update to the app and failed to notify me that if I tried to access the New Covid-19 icon that it would mess up the way I have been logging in to my banking app for the last few years. A change came through with the update and it was not communicated to your clients. It is going to create issues for many who do not have their passwords, I doubt that I can be the only one that will experience this issue.
The lady did inform me that I can go change the password on the online banking and then put the new password in on the cellphone banking app. But my point is that I don't want to change my password and I would not have needed to go through any of this if you had just informed your clients that your update would come with changes.
VR
Valincia R's update02 Apr 2020, 14:33
Reviewer Update
Thanks for your reply. I promptly received a call from FNB. I spoke to a lady whose name I unfortunately did not get as the connection was pathetic. I don't blame her for that though, it seems that all calls I receive lately have the same pathetic connection and that will need to be addressed on a separate complaint.
The lady proceeded to inform me that the reason that the app was requesting a password was because it sometimes requires a password after several logins through biometric authentication. This she said is a security measure. I don't have an issue with that point.
However, the thing that I explained to her which perhaps I should have included in the original complaint was that I did indeed login to the cellphone banking app using biometric finger print authentication. I proceeded to make a transaction and then logged out. I then noticed a New Covid-19 icon on the home screen of the banking app and proceeded to touch on it to open it. It was only once I did that, that the app asked for my password. Now it's asking for my password and I don't have it with me so I can't use my cellphone banking app. I can access my profile through online banking which I will do.
It is an inconvenience which I am willing to bear because I accept that it is my fault that I do not have my password with me. However it is your fault that you made an update to the app and failed to notify me that if I tried to access the New Covid-19 icon that it would mess up the way I have been logging in to my banking app for the last few years. A change came through with the update and it was not communicated to your clients. It is going to create issues for many who do not have their passwords, I doubt that I can be the only one that will experience this issue.
The lady did inform me that I can go change the password on the online banking and then put the new password in on the cellphone banking app. But my point is that I don't want to change my password and I would not have needed to go through any of this if you had just informed your clients that your update would come with changes.
The lady proceeded to inform me that the reason that the app was requesting a password was because it sometimes requires a password after several logins through biometric authentication. This she said is a security measure. I don't have an issue with that point.
However, the thing that I explained to her which perhaps I should have included in the original complaint was that I did indeed login to the cellphone banking app using biometric finger print authentication. I proceeded to make a transaction and then logged out. I then noticed a New Covid-19 icon on the home screen of the banking app and proceeded to touch on it to open it. It was only once I did that, that the app asked for my password. Now it's asking for my password and I don't have it with me so I can't use my cellphone banking app. I can access my profile through online banking which I will do.
It is an inconvenience which I am willing to bear because I accept that it is my fault that I do not have my password with me. However it is your fault that you made an update to the app and failed to notify me that if I tried to access the New Covid-19 icon that it would mess up the way I have been logging in to my banking app for the last few years. A change came through with the update and it was not communicated to your clients. It is going to create issues for many who do not have their passwords, I doubt that I can be the only one that will experience this issue.
The lady did inform me that I can go change the password on the online banking and then put the new password in on the cellphone banking app. But my point is that I don't want to change my password and I would not have needed to go through any of this if you had just informed your clients that your update would come with changes.