1 reviews | Active since Mar 2010
Misinfomation and PATHETHIC customer service
PATHETIC! Absolutely pathetic. Nowhere in the Slow Lounge Access Rules do they mention that annual complementary visits are allocated from 1 July to 30 June. The assumption is that it is based on calendar years, i.e. January to December. In fact, the rules on the website refer to calendar years. So when I visited in January, I assumed I would have my full quota of complementary visits. But instead, I was charged for this visit.
Then, when I tried to contact FNB on the secure chat, I kept being cut off without my query being addressed! As you're busy typing a response, they cut you off. You then have to start all over again with the next person. Then the next person gives you the same story. Then you again have to repeat your case, and again they cut off, and so on. Absolutely pathetic that they don't even both to try and resolve legitimate customer complaints!
You need to refund me the R250 access fee promptly, as it is totally misleading and unfair to charge me for a visit in January, since you do not make it clear that visits are only allocated from 1 June.
By the way, it's also completely unfair that you keep shifting the goal posts in terms of how Ebucks rewards levels are allocated, which means that every year I get allocated less visits even though I'm doing exactly the same thing as before.
It's a pity that I can't give zero stars which would be a more accurate reflection.
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
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Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
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But even if it is there in some fine print, that is not the point. Previously, the visits were definitely allocated from 1 January (You cannot deny this, I have evidence of this). At some point however, this changed to 1 July. However, this change was not communicated properly. Therefore as far as I was aware, the visits were still allocated from 1 January. Since you have not informed me of the change (why must I keep checking the website to see if your rules have changed??), it is not fair that I as the customer have to be penalised for this! The onus should be on you to properly communicate changes that affect me as the customer, not on me to keep checking your website.
Please admit that you are in the wrong and refund me the R250!! It is pathetic that a company as large as FNB would rather ***** over the consumer rather than admit they are wrong and pay back what is due to the consumer because of the company's error.
But even if it is there in some fine print, that is not the point. Previously, the visits were definitely allocated from 1 January (You cannot deny this, I have evidence of this). At some point however, this changed to 1 July. However, this change was not communicated properly. Therefore as far as I was aware, the visits were still allocated from 1 January. Since you have not informed me of the change (why must I keep checking the website to see if your rules have changed??), it is not fair that I as the customer have to be penalised for this! The onus should be on you to properly communicate changes that affect me as the customer, not on me to keep checking your website.
Please admit that you are in the wrong and refund me the R250!! It is pathetic that a company as large as FNB would rather ***** over the consumer rather than admit they are wrong and pay back what is due to the consumer because of the company's error.