VC
Visa C
1 reviews | Active since Jul 2016
26 Jan 2026, 10:15
Lack of assistance on secure cgst
I would like to formally lodge a complaint regarding the extremely poor service I have received on Secure Chat since Friday. Despite multiple attempts to get help with my credit card query, the consultants I engaged with were unable to understand or respond to basic English. When they could not answer my questions, they either disconnected the chat or transferred me incorrectly. Specifically, I was connected to an agent named Seipati, who clearly did not read or understand my messages. Instead of assisting, she transferred me to the ***** Department without any justification. This is unacceptable, especially for a critical matter involving my credit card.
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Visa C's updateReviewer Update
27 Jan 2026, 09:00When I lodged a complaint about this, I was informed that an agent from the correct department would contact me.
However, the same agent who could not assist me on secure chat called me.
Before providing any assistance, I received an email asking me to rate the service. She then provided a telephone number for me to call, instead of resolving my query directly, reason being she could not.
It is extremely disappointing that FNB is not ensuring customers are connected to the correct staff who can resolve queries the first time.
I request that my case be escalated immediately to a manager or staff member with the authority to resolve this matter directly. Please treat this matter as urgent, as I expect a prompt and effective response as a valued customer.
VC
Visa C's update27 Jan 2026, 09:00
Reviewer Update
When I lodged a complaint about this, I was informed that an agent from the correct department would contact me.
However, the same agent who could not assist me on secure chat called me.
Before providing any assistance, I received an email asking me to rate the service. She then provided a telephone number for me to call, instead of resolving my query directly, reason being she could not.
It is extremely disappointing that FNB is not ensuring customers are connected to the correct staff who can resolve queries the first time.
I request that my case be escalated immediately to a manager or staff member with the authority to resolve this matter directly. Please treat this matter as urgent, as I expect a prompt and effective response as a valued customer.