Poor service

I would like to report the following, I have had by far the worst experience with FNB. I’m in a foreign country and I have received the poorest service.

David Bowker from digital support 18/03/24- I spoke to him he assisted me and I had told him at the time that I still cannot get into my app because it required my old card number of which I did not have he said he would tell the relevant department to assist me I waited 2 days and received no contact from FNB meaning which he did not tell the relevant department.

2. Tumelo from International card deliveries 20/03/24- he just didn’t assist at all didn’t even respond back to email he went completely ghost and I had told him that I had received my card but still couldn’t use cause I could not activate it not because I can’t read the instructions but because my app required my old card number. He didn’t even tell me which department to contact nothing I had to figure that out by myself.

3. 20/03/24 - I sent out another email responding to the Tumelo had sent me detailing what exactly I need. Still no response till this day.

4. 21/03/24 I receive a complaint references after I had contacted you.

5. 22/03/24 I send out a complaint myself and receive a reference number at this point still nobody has reached out.

6. Lynette Van Der Walt private and personal recovery 25/03/24- I finally receive and email from stating she acknowledges my complaint and is working on solving it and if I have questions I should reach out but surprisingly she never answers emails. LOL.

7. 25/03/24 I respond to Lynette letting her know my frustration and that I no longer want to have this conversation via email and provider her with a number I can be contacted on.

8. Lynette Van Der Walt 27/03/24 she sends me an email to get my contact details but weird enough I had already sent my details the previous day so why is she not reading emails? She’s just responding for the sake of responding. And this was after I had asked you to tell them to contact me. I sent my number 3 times yet nobody called.

9. I decide to call FNB myself a lady tells me all that needs to be done is for the old card to be deactivated and I can get into my app because it won’t require if a card number if there is no card activated she assist me and proceeds to ask for my number to call me back. She does just that but unfortunately the system had been offline so she says she will call me back in a hour or so to further assist me.

10. She doesn’t get back to me so I’m thinking maybe she forgot or got held up so I call back FNB and speak to a different consultant I catch him up on what he happened and what I need assistance with. He lets me know that actually he doesn’t see on his side that the matter was ever escalated so he will escalate it for me so that it can be sorted and I’m able to activate my card.