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Alexander W

1 reviews | Active since Aug 2012

06 Dec 2017, 09:50

Modern Bank that cannot meet the basics set in 2000BC

In the last 2 months, I have lodged 2 complaints with FNB. Seems simple enough to me... acknowledge, investigate, provide feedback to the customer.

I am part of the "premier banking" customers... they only care when you try to change to FNB. Once there you may as well not exist. The first complaint was acknowledged and feedback provided within a week, some 6 weeks ago.

My second complaint is now a week old. I emailed the premier banking team as the adverts lie... if you are an exiting customer, good luck if you try to call after hours to resolve an issue! I called the main switchboard and lodged a complaint out side of the premier banking system. I called the premier banking number 6-7 times. Each time waited about 12 minutes as the system is "busy"... no wonder with such bad service... Twice I got through. Forst time wast told... Oh, go to online banking (yeah, but they are not helping me), then got cut off. 2nd time, the gent tried to help me... got cut-off, no callback.

Got an SMS asking me how likely I would be to recommend FNB based on my interactions. I pressed "1" as "0" is not an option (note HelloPeter... 0 or even -10 are options!). I even wrote in my reply that I was actively telling everyone about how bad FNB is with customer service, but guess what... still no callback. Auto and General called back at least when I gave them a 1...

Anyway... I still cannot use my new phone to log into the App, which is required by FNB for "modern banking". I have been told twice that the online banking stuff is fixed... but when I raise the app issue it is ignored...

So in short: FOR ****-POOR SERVICE JOIN FNB... or use any other bank if you respect your time and money.

Will this be ignored or actually be heard?

0
Replies (4)
FNB (First National Bank)
FNB (First National Bank)'s reply06 Dec 2017, 10:24
Official

Hello ElKissandar,

We truly regret taking note of your experience and the frustration this has caused.

Thank you for bringing this to our attention.

A complaint has been routed to the relevant department and I have requested that they provide feedback.

Ref Number. ***NF

I do apologise for any inconvenience caused.

Regards,

Hello Peter Complaints

Daffnie Govender

*** (option one)

AW
Alexander W's update19 Dec 2017, 10:22
Reviewer Update
Hi Daffnie, Big ups to FNB.. actually called back. If only that was sufficient. It is now the 19th of December... : 1) Still cannot log into App, despite following FNB's advice and waiting 48 hours as the problem was "on your side". 2) Did not get call back from FNB Premier despite the person who called me promising the follow-up. 3) Called today, got cut off. Do you think FNB would think that it would be appropriate to call back if cut off half way through a sentence. 4) I am tired of typing my ID, card and Pin number on my phone "followed by the hash-key" only to be asked to identify myself the same way once a human talks to me. Especially when I am daisy-chained between humans and have to do both steps EACH TIME. Less promises - more actual help please.
AW
Alexander W's update19 Dec 2017, 10:23
Reviewer Update
In case anyone is wondering, this issue started on the 16th of November.... So, 33 days later... I am the village idiot who still believes in miracles.
AW
Alexander W's update22 Dec 2017, 08:34
Reviewer Update
About to start round 6 with the "call center" which is "currently experiencing technical difficulties". Why the delay of 2 1/2 days? Because after 3 login attempts, my device is locked and I need to wait 48 hours.... HOWEVER: each time I get a new person on the end of the line and naturally I have to start the process from scratch. Which means I get to try precisely 1 thing as the first 2 attempts are wasted by FNB in their childish efforts to be modern.