1 reviews | Active since Nov 2014
Not replying to my complaint
<p>On the 24th of January I lodged a complaint through your website regarding my FNB Connect contract.</p> <p>To summarize the complaint when I was taking out the contract the consultant only advised me near the end of the call that there will be a delivery fee as collection is not an option. I coneceded, but requested that the delivery fee be debited the next month since it is close to the end of the month and the budget is tight.</p> <p>The debit went off the day of delivery and I received no noification of this. unaware I went to the supermarket thinking I had enough money. A while later I received an SMS that my account was in excess and I transfrred some money from my savings account to balance it. Then I noticed that the delivery was debited. The next day I was charged R100 for #ITEM PAID NO FUNDS.</p> <p>Since the automated reply on the 24th of January (You will be contacted within 24-48 business hours to acknowledge your Complaint.) I heard nothing.</p> <p>I sent a follow up reply on the 21st of February and a consultant escalated the case. I haven't heard a word since. I am seriously considering closing my bank acount with FNB and moving to a different bank since I cannot support a bank that does as it pleases.</p>
Good Day
Thank you for your posting and advising us for the problem you are experiencing. I have logged a formal complaint on your behalf. Please accept our apologies for the disappointing experience and any inconvenience caused. We are already liaising with the relevant department to get a resolution and have this sorted out ASAP. We will be in touch as soon as the necessary investigations have been done. ***
Kind regards
Daffnie Govender
Complaints Resolution
Tel number: *** (option one)
Good Day
Thank you for your posting and advising us for the problem you are experiencing. I have logged a formal complaint on your behalf. Please accept our apologies for the disappointing experience and any inconvenience caused. We are already liaising with the relevant department to get a resolution and have this sorted out ASAP. We will be in touch as soon as the necessary investigations have been done. ***
Kind regards
Daffnie Govender
Complaints Resolution
Tel number: *** (option one)
Thank you for your reply.
Now allow me to give you my perspective on this.
I was only told about the delivery charge (R165) near the end of the call AFTER the contract has been concluded. I really had no choice but to accept it and ask that it was deducted the next month. Had I known this upfront I would not have taken out the contract at that point.
The charge was deducted from my account without any notification so I still assumed I had a balance of R930.84 to buy some groceries that evening. I spent R847.53 which made my balance negative. It was only a few minutes and I received a notification of this and when I checked what was going on I saw the courier fee. I immediately transferred money from my savings to balance it out.
Now the biggest issue here is the R100 you charged me for #ITEM PAID NO FUNDS which is ridiculous. This is not acceptable at all. I had no control over this.
After lodging the complaint why did it take 2 emails and a complaint on Hellopeter to just get a simple answer?
This is not a bank I want to do business with.
Please rectify this and I might still keep my accounts open and recommend you to others. I’ve been banking with FNB since the day I started working in March 2012 and had no issues. Why now?
Thank you for your reply.
Now allow me to give you my perspective on this.
I was only told about the delivery charge (R165) near the end of the call AFTER the contract has been concluded. I really had no choice but to accept it and ask that it was deducted the next month. Had I known this upfront I would not have taken out the contract at that point.
The charge was deducted from my account without any notification so I still assumed I had a balance of R930.84 to buy some groceries that evening. I spent R847.53 which made my balance negative. It was only a few minutes and I received a notification of this and when I checked what was going on I saw the courier fee. I immediately transferred money from my savings to balance it out.
Now the biggest issue here is the R100 you charged me for #ITEM PAID NO FUNDS which is ridiculous. This is not acceptable at all. I had no control over this.
After lodging the complaint why did it take 2 emails and a complaint on Hellopeter to just get a simple answer?
This is not a bank I want to do business with.
Please rectify this and I might still keep my accounts open and recommend you to others. I’ve been banking with FNB since the day I started working in March 2012 and had no issues. Why now?