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NH
Nicole H

1 reviews | Active since Feb 2012

20 Jan 2026, 09:18

Poor service

So FNB has changed ebucks rules again and where I used to be level 5, I am now level 3. You can earn 1000 points if you make a payment on the app using Bills and not recipients so I tried adding my municipal bill. That would get me to level 4. Three sessions on secure chat lasting 44, 15 and 53 minutes each and one visit to the Stellenbosch branch has given me completely different answers as to why I am not able to find my municipal bill on the Bills menu on the app. Three people at the branch, including the manager, candidly confessed to not knowing at all how Bills work. So FNB is changing the rules, the customers / clients are expected to figure out the how, but staff are not trained to help with the ever changing rules. Not acceptable.

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Replies (1)
NH
Nicole H's update20 Jan 2026, 13:31
Reviewer Update
I was phoned at about 10h00 this morning by someone at FNB from the resolutions / ebucks. He also did not know what is wrong with my Bills and then put me through to someone who proceeded to ask me what she can help me with? I absolutely refused to explain the whole thing for the 100th time and asked to be put back to the man from resolutions which she then did not do. I landed back in the swamp of FNB phone banking. Eventually another person picked up, I screamed at her and she said she will log it so that someone from resolutions phones me immediately. I am still waiting. The farce continues.