Pathetic Ebucks Service

Good day FNB team,

I have a complaint about the service I have received from your Ebucks department.

Yesterday, 30 September 2025 I tried to redeem my Wimpy Ebucks voucher at Wimpy and met the following requirements:

- A breakfast meal within the stipulated menu on FNB app (Mega Breakfast) - Order was for sit-down

Upon trying to redeem the voucher at Wimpy I was informed that the voucher does not work (please note I have not redeemed anything at Wimpy for the 3rd quarter July 2025 - September 2025 and I am on Ebucks reward level 4). The error message read, "Transaction failed No discounts available for customer basket". I then went to the bank where I was told to make use of the in-house telephone and called the Ebucks number ***) at 11:36 a.m. The representative (Zenobia) assured me that the error is common and that my details will be going onto a spreadsheet and that I will have the month of October to spend the problematic voucher of September 2025 (please pull recording of the call. I called from FNB Blue Route Mall at 11:36 a.m)

At 14:14, the same day (30 September 2025) I received a call back from Zenobia on my personal phone stating that I can get a new voucher which will expire on the same day. Due to her ensuring me the voucher ending in September (2025) can be used in October (2025) I left the mall and went home, but with this call she changed her story and said it must be redeemed 30 September 2025. I then requested her to ask her manager or "THAT GUY" as she explained if I can get the voucher ending in September (2025) for today 01 October (2025) which she said she will confirm and get back to me. FIND THE CALL RECORDED ATTACHED (Call recording @14h14) - ON EMAIL (***)

At 17:06, she called me back and explained there are no extensions for October 2025. I then agreed to accept the new voucher for the same day (30 September 2025) and was instructed to email her (***) with her name in the subject line, the reference number I received via the FNB app, the WiCode that failed to be redeemed and the Wimpy receipt displaying the error message, which I comp**** with for her processing. On the FNB app I got a notification after the call saying, "Query ***Q has been sent to the Service Department. We aim to resolve it within 3 business days. For follow-ups, call ***". Zenobia has failed to call me back after the last call @17:06 as she said she would. FIND THE CALL RECORDED ATTACHED (Call recording @17h06) and screenshots of email and FNB notification after the call. ON EMAIL (***)

As a FNB client, I am disgusted with the pathetic service I have received yesterday 30 September 2025. I wish to be compensated with a new voucher for the voucher (ending in September 2025) I forcefully lost due to bad service and must not compromise my voucher for the 4th quarter October 2025 - December 2025).

Should I receive an outcome that is unsatisfactory, my complaint will be escalated to the ombudsman for banks, cut my ties with FNB and join another bank.

Regards

Brent