MOST APPALLING SERVICE

Utterly displeased by the service received by FNB. I had done a transaction on 2 May 2021 had noticed that the transaction went off twice the next day. Contacted the FNB call centre on numerous occasions and my experience has went from bad to awful:

4 May : Spoke to a consultant by the name of Pumezo who advised me to email my dispute in detail as well as contact details to *** in order for an agent call me and assist me to resolve the issue. After confirming the email address numerous times, I attempted to send through the next day, the email address was invalid.

6 May : After speaking to Zama, I was told that the email address which was previously given to me never existed and shehas no knowledge of such email address. I was told that I need to submit proof of the duplicated transaction as well as well as to fill in and email the form (Cheque and Debit dispute form) to ***. I have not received any feedback or response to this day.

19 May: Called in again, did not get the agents name this time. I was told that I was given the wrong form and that I need to go to the company that I have made my transaction to and obtain proof of payment from them. When I begin questioning the agent as to why, she then told me to email her a proof of payment that I sent to the company which I had done the transaction with. I was told that the previous and document (Cheque and Debit dispute form) which was given to me was incorrect and that I should simply send the POP to *** and I would receive my money in a maximum of 5 working days. I waited for a few weeks and received no feedback nor did the money come into my account.

31 May : Spoke to Cindy (Call ***) in the gold cheque credit card department, explained the entire dispute advised her that I need to speak to a manager as I have been waiting for almost a month. I was told that staff are working remotely and I can leave my contact details for a manager to call me back. I was contacted by Ann a manager at FNB who told me to resubmit the FNB Recall from and she will escalate it as urgent. I then emailed the form to ***. Once again, no feedback was received.

3 June: Called in again and requested that I speak to a a manager. I explained my situation the the agent (Molalo) who then told me that the forms I have previously received were incorrect and the form which I needed to submit was the Payment Reversal Request Form to ***. No response was received.

Thereafter, numerous calls have been made to the contact centre, requesting a manager to call me back and I still have not received any calls. Spoke to an agent by the name of Zethu who told me that I will receive a call from a manager but no call was received. This is the most awful service I have received, from spending an hour waiting to speak to someone or being transferred from different agents to departments. I have had the phone being dropped on me on numerous occasions.

After my initial post on the Wednesday 30 June, I received correspondence within an hour from you guys, which is fantastic. However, since Wednesday, the agent has still not gotten back to me. She told me she will call me back within a few minutes and it has been a day. Please follow up and contact me ASAP