1 reviews | Active since Sept 2016
New member to FNB received absolutely terrible Service
<p>I am a new member to FNB, i actually switched over from another bank.</p> <p>today was the first time i have need to contact the customer care department, as i am having difficulties with online banking.</p> <p>After holding in a queue for over 7 minutes somone named Cheslin from the online technical department eventually answers the phone, i explain what i need help with. He requests my ID number, which i provide, i can hear typing and then (like he is muting the line) i know this because i have worked in a call center before and have had a headset around my head!!</p> <p>The muting sound continues on and off for a few seconds before it stops and i can hear everything on the other side, i keep saing hello, hello like a mad person but no one responds.</p> <p> </p> <p>I cut the call... call AGAIN... hold AGAIN in the queue for around 6 minutes. The line is finally answered but no one says anything!!!!!</p> <p> </p> <p>IS THIS THE KIND OF SERVICE OFFERED BY FNB???</p> <p> </p> <p> </p> <p> </p>
IT JUST GOES FROM BAD TO WORSE!!!!
I initally called to acticate my secure online payment option to make a payment with my card online using a 3rd party site.
At all the issues trying to get a hold of some to assist me, i did evnetually speak to a lady name Doreen in the online banking department (call Ref: RH ********** 9009) who took down all my details, got into my account and said she cant process the request but she will open and escalation to the technical department and i should be able to do my payment after an hour - this was at 11:00 am
4 hours later i could still not do a secure online payment!!!!
So i call the customer care department AGAIN!
A gentleman name Lubablo took my call after i held in the call queue for almost 10 minutes.
He took all my personal info need to gain access to my account, and then told me he doesnt pick up my account, he can only see a business account and said he needs to transfer me to the business banking department.
After me insisting he has it incorrect, i gave him all my info again and finally he picked up my personal account with my ID number (i think it just fell out the sky)
He then went on to tell me he cannot see anything on my account because i need to update my OTP and he will need to ask me random questions which is based on my credit record and based on my answers i will either pass or fail the authentication process. Wich i agreed to thinking that the questions woul actually relate to me.
He asked my 5 or 6 TOTALLY random questions NON of which relate to me or my credit record... one of the questions was whether i know what is the bond amount on a plot of land in the North West.
Obviously i ansered I DONT KNOW to all the questions...
He then tells me i failed the authentication and need to go into the bank with my green barcode ID.
So at this stage i ask to speak to a supervisor or manager.
2 minutes later the Team Lead Francios De Jaager comes to the phone and goes about telling me i failed the authentication and the reason why is that i didnt correctly answer the questions, but cannot comprehend after me explaining to him multiple times that i would fail because NON OF THE QUESTIONS RELATE TO ME OR MY CREDIT PROFILE.
The customer service i received was disgusting. Francios was rude and did not take the time to understand the problem AT ALL!!!
I was on the line with FNB for OVER AND HOUR - 15:04pm to 16:09pm CAN YOU UNDERSTAND MY FRUSTRATION NOW!!!!!
I need my call to be reviewed and i want and explaination!
I want someone to review the random questions that were ask for my authentication and explain to me why those questions were asked.
I need some that knows what the actually talking about to call me and explain to me why above all else i had to waste time and money on the phone with such incapable customer service consultants.
I AM ABSOLUTELY HORRIFIED!!!!
IT JUST GOES FROM BAD TO WORSE!!!!
I initally called to acticate my secure online payment option to make a payment with my card online using a 3rd party site.
At all the issues trying to get a hold of some to assist me, i did evnetually speak to a lady name Doreen in the online banking department (call Ref: RH ********** 9009) who took down all my details, got into my account and said she cant process the request but she will open and escalation to the technical department and i should be able to do my payment after an hour - this was at 11:00 am
4 hours later i could still not do a secure online payment!!!!
So i call the customer care department AGAIN!
A gentleman name Lubablo took my call after i held in the call queue for almost 10 minutes.
He took all my personal info need to gain access to my account, and then told me he doesnt pick up my account, he can only see a business account and said he needs to transfer me to the business banking department.
After me insisting he has it incorrect, i gave him all my info again and finally he picked up my personal account with my ID number (i think it just fell out the sky)
He then went on to tell me he cannot see anything on my account because i need to update my OTP and he will need to ask me random questions which is based on my credit record and based on my answers i will either pass or fail the authentication process. Wich i agreed to thinking that the questions woul actually relate to me.
He asked my 5 or 6 TOTALLY random questions NON of which relate to me or my credit record... one of the questions was whether i know what is the bond amount on a plot of land in the North West.
Obviously i ansered I DONT KNOW to all the questions...
He then tells me i failed the authentication and need to go into the bank with my green barcode ID.
So at this stage i ask to speak to a supervisor or manager.
2 minutes later the Team Lead Francios De Jaager comes to the phone and goes about telling me i failed the authentication and the reason why is that i didnt correctly answer the questions, but cannot comprehend after me explaining to him multiple times that i would fail because NON OF THE QUESTIONS RELATE TO ME OR MY CREDIT PROFILE.
The customer service i received was disgusting. Francios was rude and did not take the time to understand the problem AT ALL!!!
I was on the line with FNB for OVER AND HOUR - 15:04pm to 16:09pm CAN YOU UNDERSTAND MY FRUSTRATION NOW!!!!!
I need my call to be reviewed and i want and explaination!
I want someone to review the random questions that were ask for my authentication and explain to me why those questions were asked.
I need some that knows what the actually talking about to call me and explain to me why above all else i had to waste time and money on the phone with such incapable customer service consultants.
I AM ABSOLUTELY HORRIFIED!!!!