Pathetic Judgemental Service

How can We help You - 24-48hours ......another 24-48hours?

I app**** for a credit card limit increase on Friday 9th April 2021 on my FNB App. I completed the necessary questions and received a response that it was approved. I was requested to upload my proof of income - and to update my debicheck details and approve the new debicheck - which I did - thinking that all was in order and my increase would be app****.

Hours went by and I kept checking if the limit was increased, however it was not. I tried checking on the App for information or reasons as to why it hadn’t been increased yet. I couldn’t find anything. The weekend went by and still no limit increase.

On Monday morning 12 April I eventually decided to call the call centre, spoke to an agent who said that it takes 24/48 hours to be done and because it was done on Friday - the weekend does not form part of the 24/48hours - so it should be app**** later the afternoon. I thought I’ll just double check if this was true and called the call centre again - I was again told the same - and thought ok - that sounds about fair and I will wait till later the afternoon.

I keep checking my app and still nothing, so around 16:00 on Monday - I called the call centre again, enquiring about my increase - I was then told that they are still reviewing it - I advised the agent - that I was told twice by 2 agents earlier that the limit would be app**** later the day, I was again told about 24/48hours story - I then requested if they needed anything from my side to assist them - she then requested that I send through my last 3 months payslips - I asked her why didn’t you request this from the very beginning - she couldn’t answer??? I requested an email address and sent my 3 months payslips through within 10 minutes.

I even decided to provide a brief explanation as to why the income on my payslip - reflects differently over the 3 months - jan Feb mar - this difference was reflecting more money - month on month - thinking this was good or positive right??? This was due to a bonus received in Feb and then an increase in March - therefore difference in the 3 months payslips???

I didn’t hear anything back on Monday afternoon / evening after sending through my payslips - I called in on Tuesday morning again enquiring about my limit increase - I was then told that they received my payslips and my income differs over the 3 months and that they needed permission from my private banker before they can do anything further - what a load of Bull$t - they were talking to the holder of the account / the individual who earns that pay - but needed the permission from my private banker to go ahead -they were waiting for my private banker to respond - I was utterly disgusted with this response, and to be honest wasn’t surprised that my banker didn’t yet respond - as he never did in all this time - I was then told it’s not a him but a Gugu Mandla who is my new private banker - I then called her and emailed her - when I got through - she introduced herself as my banker and said that she did see the request but didn’t respond yet - I explained the whole story again and asked her to assist.

Tuesday went by, still nothing - late afternoon Tuesday - Gugu’s Analyst called to say it has been approved but for a much lesser amount - I then enquired why would that be:

Firstly I had the amount I was applying for - 6 weeks ago and reduced the limit myself on the app - on a lower salary - 30% lower salary and now you telling me that I don’t qualify ? I disputed this and requested the value I wanted? She then advised me that it had to go to Judgmental Credit for a decision .....really ???? Wednesday .......still waiting for Judgmental Credit ........Thursday......still waiting for Judgemental credit .......24/48 hours has come and gone it’s a week now and still no Limit Increase - Seriously????

What is it FNB ......all the technology and scoring models but a simple decision still needs to go to Judgemental Credit that takes more than a day to decide on a limit increase which was previously given to me on a lower salary but now needs Judgmental Credit to decide .........????

I advised Gugu Mandla and Nonkululeko that I would give them the day yesterday and if I didn’t get a satisfactory answer - not the limit I asked for as I certainly understand if I didn’t qualify - I would share this pathetic service with all to see on HelloPeter and Social Media ......

Again - I’m asking - is it working from home.....that affecting your service levels .....affecting your Judgement or Am I being very JUDGMENTAL?????