1 reviews | Active since Oct 2016
Pathetic Bank Poor Service
<p>This is a bank that make radio adverts that make it sound that all other banks are useless, instead they should concentrate on living up to their adverts by improving their so-called customer service to the level that they profess. </p> <p>I have recently retired and I was in the process of settling all my outstanding debt, everything went like clockwork with all the other financial institutions, until I phoned FNB to obtain a settlement amount on my FNB Credit card. Where everyone else was able to provide me with such a letter within 48 hours and other immediatly, FNB told me that I have to wait SEVEN working days for such a letter. I was shocked at their inablity to provide me with this letter within, at least the same time as the other financial institutions, I argued with the cosultant at their call centre about it, (I think the consultant was a robot, because she could not provide a reason why it has to take so long but she could only insist that it takes 7 working day to provide such a letter), but thinking about it afterwards, I realised that I should have expected this from FNB, as I was put though the same pathetic customer service when I tried to settle two personal loans that I had with them.</p> <p>I will definately never deal with FNB again after this, as I have spoken to several of my friends about this, and they all knew how pathetic FNB's service is, as they either know someone who suffered the same fate or they went through it themselves. With this knowledge in mind it definately seems as if they are guilty of false advertising by making other banks sound pathetic whilst it actually they themselves who are pathetic.</p>
I forgot to say that I actually requsted this letter via email ********** last week already (12 January 2017 at 08:38), for which I received no response, this makes them even more pathetic - both the call centre and teir email service.
I forgot to say that I actually requsted this letter via email ********** last week already (12 January 2017 at 08:38), for which I received no response, this makes them even more pathetic - both the call centre and teir email service.
Although Rahim Salamaan responded to this complaint via a reponse on Hello Peter and via an email to me promising a solution within 48 hours, I also received a call from a consultant from FNB regarding tis issue ensuring me that I would receive the requested settlemnet letter within an hour from me receiving the call, this was yesterday at about 08:35 am - it is now 24 hours later and I am still waiting for the letter.
It is also more than 48 hours, in which Rahim Salamaan promised that the issue would be resolved. But as expected I am still waiting and absolutly no solution to my problem.
It really seems as if FNB is the Telkom of the Banking industry, both equally pathetic in their customer service.
Although Rahim Salamaan responded to this complaint via a reponse on Hello Peter and via an email to me promising a solution within 48 hours, I also received a call from a consultant from FNB regarding tis issue ensuring me that I would receive the requested settlemnet letter within an hour from me receiving the call, this was yesterday at about 08:35 am - it is now 24 hours later and I am still waiting for the letter.
It is also more than 48 hours, in which Rahim Salamaan promised that the issue would be resolved. But as expected I am still waiting and absolutly no solution to my problem.
It really seems as if FNB is the Telkom of the Banking industry, both equally pathetic in their customer service.
Now I receive an email telling that my settlement letter has in fact been emailed to me - on my old work email. This after making it clear to the consultants, both when I originally requested the settlement letter and when the consultant that phoned me yesterday that they must email it to my personal email address. I the first time that I phoned to request the settlement letter I informed the consultant that I wished to pay my card off and close it, because I stopped working. but yet I am told that the settlement letter was 'in fact' emailed to my old work email address.
Yesterday as we got to the bank a FNB consultant phoned me to inform me that they would send the settlement letter to me within the next hour, I still thanked the consultant and explained that I was already at the bank and that I would be waiting for the email while I am there, I again told her to send it to my private email which is connected to my mobile phone, I verified the email address we the consultant We waited for over an hour in and around the bank and received nothing, but yet and 'in fact' the settlement letter was forwarded to my old work email address.
I also requested the settlement letter twice from my private email address, but still and 'in fact' the settlement letter was sent to my old work email address. Not once was any communication done between myself and FNB Card regarding this matter from my old work email address, but still they go and forward the settlement letter to my old work email which is no longer in existance since mid December last year. I ussually requested 'Delivery Reports' when I sent emails to confirm that the address is in existance and to confirm that the email had been delivered, if they had done so they would have seen that the email address no longer exists.
What is worse is that the first time I phoned FNB Card in this regard, I was subjected to a whole lot of security questions to confirm my identity, and when they asked me my email address I quoted them my private email address, and at this point I was not told that it was not the same address as the one they had on their system, which clearly indicates that they do have my private email listed on their system, but yet they go and forward my settlement letter to my old work email address.
Now a whole week after first requesting this settlement letter, I still don't have it. Every other financial institution that I have dealt with since that day and after that day, have got it right. They have all sent me settlement letters, have been paid, and have confirmed the final payment, it is only FNB Card who have not been competant enough to even get the settlement letter to me. this speaks for itself. I actually don't have to say anything further about their incompetance, they have proved it for themselves.
Now I receive an email telling that my settlement letter has in fact been emailed to me - on my old work email. This after making it clear to the consultants, both when I originally requested the settlement letter and when the consultant that phoned me yesterday that they must email it to my personal email address. I the first time that I phoned to request the settlement letter I informed the consultant that I wished to pay my card off and close it, because I stopped working. but yet I am told that the settlement letter was 'in fact' emailed to my old work email address.
Yesterday as we got to the bank a FNB consultant phoned me to inform me that they would send the settlement letter to me within the next hour, I still thanked the consultant and explained that I was already at the bank and that I would be waiting for the email while I am there, I again told her to send it to my private email which is connected to my mobile phone, I verified the email address we the consultant We waited for over an hour in and around the bank and received nothing, but yet and 'in fact' the settlement letter was forwarded to my old work email address.
I also requested the settlement letter twice from my private email address, but still and 'in fact' the settlement letter was sent to my old work email address. Not once was any communication done between myself and FNB Card regarding this matter from my old work email address, but still they go and forward the settlement letter to my old work email which is no longer in existance since mid December last year. I ussually requested 'Delivery Reports' when I sent emails to confirm that the address is in existance and to confirm that the email had been delivered, if they had done so they would have seen that the email address no longer exists.
What is worse is that the first time I phoned FNB Card in this regard, I was subjected to a whole lot of security questions to confirm my identity, and when they asked me my email address I quoted them my private email address, and at this point I was not told that it was not the same address as the one they had on their system, which clearly indicates that they do have my private email listed on their system, but yet they go and forward my settlement letter to my old work email address.
Now a whole week after first requesting this settlement letter, I still don't have it. Every other financial institution that I have dealt with since that day and after that day, have got it right. They have all sent me settlement letters, have been paid, and have confirmed the final payment, it is only FNB Card who have not been competant enough to even get the settlement letter to me. this speaks for itself. I actually don't have to say anything further about their incompetance, they have proved it for themselves.
My final correspondence with FNB regarding my still unresolved matter. I am merely trying to find out what I owe on my FNB Card. pay it off, and close the account. The manner in which I have been given the run around by them, by making all kind of pathetic excuses is totally unacceptable. I have dealt with 5 other financial institution, totaling 10 other account with these institutions, after making the first request to FNB on the 12th and again on the 13th of January 2017, All these other financial institutions were a pleasure to deal with, they have all responded to me, have been paid and the accounts closed. The saga with FNB continues to remain unresolved, they have failed so many times, I believe that they will never get it right.
After this experience, I will never again deal with FNB, and I advise anyone who is thinking about changing banks to stay away from FNB, unless you want to make your life hell on earth.
___________________________________________________________________
MY LAST RESPONSE TO FNB:
_________________________
Good day
It is obvious that FNB is clearly trying to make it as difficult as possible to pay my card off and close my account.
But there are always different ways of dealing with these type of issues, and then there is also my right to take the legal route.
I really thought that you were intending to assit me in resolving this issue, but it is clear that you follow the pathetic practice of the bank that you are employed by, where the customer's satifaction with the service they get is the bank's least concern. I am merely trying to pay an account off and close it, I am not trying to lend a million rand or trying to de***** the bank.
So I will deal with this issue in a different manner and ensure that as many people as possible comes to know about FNB's inability to deal with there clients requests and the pathetic cutomer service that the bank provides to their customers.
Thank you
Totally disillusioned client.
___________________________________________________________________
My final correspondence with FNB regarding my still unresolved matter. I am merely trying to find out what I owe on my FNB Card. pay it off, and close the account. The manner in which I have been given the run around by them, by making all kind of pathetic excuses is totally unacceptable. I have dealt with 5 other financial institution, totaling 10 other account with these institutions, after making the first request to FNB on the 12th and again on the 13th of January 2017, All these other financial institutions were a pleasure to deal with, they have all responded to me, have been paid and the accounts closed. The saga with FNB continues to remain unresolved, they have failed so many times, I believe that they will never get it right.
After this experience, I will never again deal with FNB, and I advise anyone who is thinking about changing banks to stay away from FNB, unless you want to make your life hell on earth.
___________________________________________________________________
MY LAST RESPONSE TO FNB:
_________________________
Good day
It is obvious that FNB is clearly trying to make it as difficult as possible to pay my card off and close my account.
But there are always different ways of dealing with these type of issues, and then there is also my right to take the legal route.
I really thought that you were intending to assit me in resolving this issue, but it is clear that you follow the pathetic practice of the bank that you are employed by, where the customer's satifaction with the service they get is the bank's least concern. I am merely trying to pay an account off and close it, I am not trying to lend a million rand or trying to de***** the bank.
So I will deal with this issue in a different manner and ensure that as many people as possible comes to know about FNB's inability to deal with there clients requests and the pathetic cutomer service that the bank provides to their customers.
Thank you
Totally disillusioned client.
___________________________________________________________________
These are the emails between myself and FNB leading up to my Final email sent to them (see above):
The Last email appering first - Time line starts from the bottom up):
______________________________________________________________________________________________________________
20/01/2017
Good day Ms. Visagie
Thank you for sending me your mail regarding your matter.
Please note that due to the fact that the e-mail address differs I must refer this matter to the credit card division for security and verification purposes.
This must be taken into consideration due to the POPI act.
You will receive a response from the credit card division accordingly.
Thanks Regards
______________________________________________________________________________________________________________
Sent: 19 January 2017 03:16 PM
To: Salamaan, Rahim; ********** /> Subject: RE: Settlement letter to close credit card.
Can I please suggest that this settlement letter be obtained by yourself and forwarded to me on this email address, in order that we can get this matter over and done with.
FNB Card is the only account that I still have to pay and they are the first financial institution from whom I requested a settlement letter out of a total of 11 financial institutions from whom I requested settlement letters. All 10 of the others have been able to send me settlement letters, have been paid and have supp**** me with closure letters, only FNB have not been able to even get a settlement letter to me. FNB has also required the most effort from me to obtain this letter - phone calls, email and the only one who I had to complain about on 'Hello Peter' in order to get some response, which eventually came from yourself. I appreciate your personal effort but I don't appreciate they way FNB has been treating me. Being a client with FNB card for about 20 years, I would really expected better treatment from them.
If you cannot assist us further in this issue please forward us the contacts of a senior manager to whom we can escalate this matter too.
Thank you.
Regards
Mrs.A.J.M. Visagie
My cell no. is: ********** 827
My Pers. Email is: **********
I am sending this email from my husband's email address (visagic***mail.com) as this is the email address to which you first responded to after my first 'Hello' Peter' complaint.
_____________________________________________________________________________________________________________
On 19 Jan 2017 12:19,
Further to my email above, when I requested settlement letter with one of your consultants a full security check was done to confirm my identity, at this point my private email address was quoted and it was also requested that the letter be sent to this email. **********
This confirms the poor customer service at FNB card division, when they cannot even take note of what the client says and also when they don't read the emails requesting this letter, which was sent to the said email address.
Thank you
Mrs. A.J.M. Visagie
______________________________________________________________________________________________________________
On 19 Jan 2017 12:09,
Good day
I am no longer employed at Transnet, this was commicated telephonically to FNB Card when I requested the Settlement letter and in my email dated 12/01/2017 I requested that the settlement letter be returned to the email address from which it was requested, being my private email. **********
Thank you
Regards
Mrs. A.J.M. Visagie
______________________________________________________________________________________________________________
On 19 Jan 2017 12:01, "Salamaan, Rahim" ********** wrote:
Good day Mr. Visagie
Thank you for your e-mail below.
Please note that we have reviewed the complaint and noted that the letter was in fact sent to the following e-mail address:
**********
Thanks Regards
______________________________________________________________________________________________________________
Sent: 19 January 2017 08:19 AM
To: Salamaan, Rahim
Subject: RE: Settlement letter to close credit card.
Good day Rahim Salamaan
As per your promise, a constultant did phone us yesterday, also making a promise that a Settlement letter will be sent winthin the hour. We are still waiting 24 hours later. It just seems that FNB is totally unable to to provide the service that they advertise and can also not live up to their promises.
Regards
Mr.C.Visagie (for and on behalf of Mrs. A.J.M. Visagie)
______________________________________________________________________________________________________________
On 17 Jan 2017 09:50, "Salamaan, Rahim" ********** wrote:
Good day Ms. Visagie
Thank you for sending me the below mentioned mail.
Kindly note that I have logged a formal query with the following refrence number: ********** Q . I assure you that you will be receiving the relevant feedback within 24 to 48 working hours.
If not please feel free to mail me once again.
Thanks regards
______________________________________________________________________________________________________________
Sent: 16 January 2017 06:51 PM
To: Salamaan, Rahim
Subject: Settlement letter to close credit card.
Good day
My ID no. ********** 004089. Below is the email I sent on the 12th of January 2017:
______________________________________________________________________________________________________________
Date: 12 Jan 2017 08:38
Subject: Settelement payment request
To: ********** ********** /> Cc: ********** **********
From:
Name: Anna Johanna Magdalena Visagie
ID Number: ********** 004089
FNB VISA Card No: 4 ********** 9 **********
Cell No: ********** 82
Email: **********
Good day
Can you please forward me the settlement amount for my FNB VISA card (4 ********** 9 ********** ), as well as payment details and a final settlement reference number for the closure and cancellation of this card.
Thank you.
Kind Regards
A.J.M. Visagie
These are the emails between myself and FNB leading up to my Final email sent to them (see above):
The Last email appering first - Time line starts from the bottom up):
______________________________________________________________________________________________________________
20/01/2017
Good day Ms. Visagie
Thank you for sending me your mail regarding your matter.
Please note that due to the fact that the e-mail address differs I must refer this matter to the credit card division for security and verification purposes.
This must be taken into consideration due to the POPI act.
You will receive a response from the credit card division accordingly.
Thanks Regards
______________________________________________________________________________________________________________
Sent: 19 January 2017 03:16 PM
To: Salamaan, Rahim; ********** /> Subject: RE: Settlement letter to close credit card.
Can I please suggest that this settlement letter be obtained by yourself and forwarded to me on this email address, in order that we can get this matter over and done with.
FNB Card is the only account that I still have to pay and they are the first financial institution from whom I requested a settlement letter out of a total of 11 financial institutions from whom I requested settlement letters. All 10 of the others have been able to send me settlement letters, have been paid and have supp**** me with closure letters, only FNB have not been able to even get a settlement letter to me. FNB has also required the most effort from me to obtain this letter - phone calls, email and the only one who I had to complain about on 'Hello Peter' in order to get some response, which eventually came from yourself. I appreciate your personal effort but I don't appreciate they way FNB has been treating me. Being a client with FNB card for about 20 years, I would really expected better treatment from them.
If you cannot assist us further in this issue please forward us the contacts of a senior manager to whom we can escalate this matter too.
Thank you.
Regards
Mrs.A.J.M. Visagie
My cell no. is: ********** 827
My Pers. Email is: **********
I am sending this email from my husband's email address (visagic***mail.com) as this is the email address to which you first responded to after my first 'Hello' Peter' complaint.
_____________________________________________________________________________________________________________
On 19 Jan 2017 12:19,
Further to my email above, when I requested settlement letter with one of your consultants a full security check was done to confirm my identity, at this point my private email address was quoted and it was also requested that the letter be sent to this email. **********
This confirms the poor customer service at FNB card division, when they cannot even take note of what the client says and also when they don't read the emails requesting this letter, which was sent to the said email address.
Thank you
Mrs. A.J.M. Visagie
______________________________________________________________________________________________________________
On 19 Jan 2017 12:09,
Good day
I am no longer employed at Transnet, this was commicated telephonically to FNB Card when I requested the Settlement letter and in my email dated 12/01/2017 I requested that the settlement letter be returned to the email address from which it was requested, being my private email. **********
Thank you
Regards
Mrs. A.J.M. Visagie
______________________________________________________________________________________________________________
On 19 Jan 2017 12:01, "Salamaan, Rahim" ********** wrote:
Good day Mr. Visagie
Thank you for your e-mail below.
Please note that we have reviewed the complaint and noted that the letter was in fact sent to the following e-mail address:
**********
Thanks Regards
______________________________________________________________________________________________________________
Sent: 19 January 2017 08:19 AM
To: Salamaan, Rahim
Subject: RE: Settlement letter to close credit card.
Good day Rahim Salamaan
As per your promise, a constultant did phone us yesterday, also making a promise that a Settlement letter will be sent winthin the hour. We are still waiting 24 hours later. It just seems that FNB is totally unable to to provide the service that they advertise and can also not live up to their promises.
Regards
Mr.C.Visagie (for and on behalf of Mrs. A.J.M. Visagie)
______________________________________________________________________________________________________________
On 17 Jan 2017 09:50, "Salamaan, Rahim" ********** wrote:
Good day Ms. Visagie
Thank you for sending me the below mentioned mail.
Kindly note that I have logged a formal query with the following refrence number: ********** Q . I assure you that you will be receiving the relevant feedback within 24 to 48 working hours.
If not please feel free to mail me once again.
Thanks regards
______________________________________________________________________________________________________________
Sent: 16 January 2017 06:51 PM
To: Salamaan, Rahim
Subject: Settlement letter to close credit card.
Good day
My ID no. ********** 004089. Below is the email I sent on the 12th of January 2017:
______________________________________________________________________________________________________________
Date: 12 Jan 2017 08:38
Subject: Settelement payment request
To: ********** ********** /> Cc: ********** **********
From:
Name: Anna Johanna Magdalena Visagie
ID Number: ********** 004089
FNB VISA Card No: 4 ********** 9 **********
Cell No: ********** 82
Email: **********
Good day
Can you please forward me the settlement amount for my FNB VISA card (4 ********** 9 ********** ), as well as payment details and a final settlement reference number for the closure and cancellation of this card.
Thank you.
Kind Regards
A.J.M. Visagie