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Ernst F

1 reviews | Active since Nov 2018

12 Nov 2018, 09:39

No FNB Customer Support

I'm getting no support from FNB Customer Support regarding a cancelled purchase I've made 10 days ago.

I made a purchase on 2 November 2018, after which the transaction was immediatelly cancelled. I recieved a notification from the supplier that they have already submitted for a cancellation request on the 3rd of November for the debit authorization.

After mailing FNB to no response, not even an acknowledgement that my email was received, I decided to phone them today, to find out what is happening from their side. After 40 minutes on the phone, 30 minutes waiting due to high call volumes, I've spoken to 10 departments, none of which are willing or able to help me.

As custodians of my finances, for which they are paid, I am shocked at the unwillingness of anyone to help me.

It does take a bank that does more to help, but maybe you should make it clear in your advertising that you are not that bank.

0
Replies (3)
FNB (First National Bank)
FNB (First National Bank)'s reply12 Nov 2018, 10:40
Official
Good day Ernst Fourie, 

We are sorry that your experience prompted you to contact us with a complaint. 
 
 We apologise for the inconvenience and frustration this has caused you.
 
 Please refer to the e-mail sent to you to enable us to investigate this matter.

Regards, 

Hello Peter Complaints Team

 *** (option one)
EF
Ernst F's update12 Nov 2018, 11:50
Reviewer Update
Please note that the form that you sent me does not reflect an option to select for what happened in this transaction. I placed an order, i realised the cable was incompatible, and cancelled the order within an hour. No product was shipped and returned. Can you give me a reasonable estimate of how long this investigation will take, because i have had trouble for 10 days getting anyone to acknowledge the problem i contacted you with. I am getting fed up, as each step you take to "help' me, is just more red tape to delay the process. Now i need to wait up until the 16th of November to get any feedback regarding this matter, because no-one responded to the mail I sent via your online banking service on the 5th of November.
EF
Ernst F's update15 Nov 2018, 03:09
Reviewer Update
After the initial mails, and two mails to the customer care address, the response was: "Did you send us a mail with your query?" FNB truly does not want to help customers. I am sure customer satisfaction is a joke to them.