1 reviews | Active since Sept 2019
No feedback from FNB on issue logged over a month ago
I called FNB's call centre in December 2019 to enquire about and dispute credit card interest as the manner in which I was being charged interest didn't align with how I was informed, when enquired, that interest is calculated.
After explaining to me exactly how interest is calculated, the call agent offered to refund the interest if I change my auto-payment scheme to the full balance due. I always settle my credit card at the end of each month, so this didn't make a difference to me, so I agreed. I was informed that the refund was approved (by the agent's manager) and that it should reflect within 3 - 5 working days.
It's now January 2020 and the autopayment scheme has changed, but I still haven't been refunded the interest. When calling the call centre again, I'm informed that the request for refund was denied. I quoted the initial call's reference number and no one can see the ticket because they aren't the agent that handled it. For a week I've now been told that they've requested the agent to contact me.
I was not informed, in any way, that the refund was denied, in fact, I was informed that it was approved and that I should expect it to reflect soon. Now, calling the call centre I get the same response from the agents that there is nothing that they can do and I'm yet to be contacted by the original agent.
This is really poor service from FNB, and quite a far my usual experience with them.
Thank you for your reply and for routing it as necessary.
On 14 January 2020, the day of your initial reply, I was contacted by FNB's Customer Resolution Department to acknowledge receipt of the complaint and I was informed that someone would contact me on the same day, 14 January 2020, to resolve the issue. I wasn't contacted.
Yesterday morning (15 January 2020) I received an SMS saying that I will be contacted shortly. I still haven't been contacted by anyone.
It is now 16 January and I have yet to be contacted and I'm no closer to resolving this issue.
Thank you for your reply and for routing it as necessary.
On 14 January 2020, the day of your initial reply, I was contacted by FNB's Customer Resolution Department to acknowledge receipt of the complaint and I was informed that someone would contact me on the same day, 14 January 2020, to resolve the issue. I wasn't contacted.
Yesterday morning (15 January 2020) I received an SMS saying that I will be contacted shortly. I still haven't been contacted by anyone.
It is now 16 January and I have yet to be contacted and I'm no closer to resolving this issue.
She kindly informed me that the interest was supposed to be refunded, but that somehow the request wasn't attended to. She kindly apologised for the inconvenience caused and confirmed that the interest was refunded. She also informed me that they would be doing an investigation into what went wrong with regards to the process taking this long to be concluded.
My issue was swiftly resolved. If I could re-rate my experience, I'd give 4 stars. The only reason I'm not giving 5 stars is that I'd like to be able to resolve issues through the appropriate channels and not have to resort to writing reviews.
Thank you.
She kindly informed me that the interest was supposed to be refunded, but that somehow the request wasn't attended to. She kindly apologised for the inconvenience caused and confirmed that the interest was refunded. She also informed me that they would be doing an investigation into what went wrong with regards to the process taking this long to be concluded.
My issue was swiftly resolved. If I could re-rate my experience, I'd give 4 stars. The only reason I'm not giving 5 stars is that I'd like to be able to resolve issues through the appropriate channels and not have to resort to writing reviews.
Thank you.