Poor Service for Foreign Permanent Residents
Here we go again! I recently became a permanent resident of RSA, which I though will make my banking life tremendously easier. I also thought being a 5 year customer of FNB might also make a difference with how the bank treated me. However, I was once again proved very wrong.
I requested a credit limit increase on my credit card, and FNB card came back to me stating that I need to submit an Immigration Declaration and proof that my permanent residency was placed on record with the South African Reserve Bank. However, the initial email didn't even tell me what these document really were and how to obtain them.
After following up to enquire on how to get the documents, I was told I have to go into a branch to request them. Is FNB credit card not able to communicate with FNB bank to get these documents? Why must I take time out of my day to obtain documents from the same bank???
Anyway, these things are never worth the battle, so I went into the Menlyn Maine branch and spent 2 hours there waiting and being assisted. I was helped by an consultant named Helgard Muller, and he was extremely helpful! He put in the requests for the documents, gave me his contact details, and said he will send them to me within a few days. I was pleased with the service he provided!
However, I was brought back down to reality very quickly as it has now been 7 working days and I have not had any response or update regarding my request for the documentation. FNB credit card keeps calling me to tell me I still need to submit the documents, but they refuse to follow up with the branch directly and said I must do so. I sent an email to Helgard 2 days ago but have not received a response. "
I also tried to call the branch directly but was put through to the call centre, who told me that the branches are not taking direct calls. On that same call, the consultant didn't listen to me and the minute she heard me say the words "credit card" she transferred me to FNB credit card without even saying anything! When the call was put through I entered the options and waited but after a few minutes the call was just disconnected (and it was not due to signal on my side, the call got disconnected from FNB.)
So now I face the situation where I have to take time out of my day again just to go the branch and follow up, as they won't answer my calls or emails. This is ridiculously poor service!!!!!! I just want a credit limit increase, that's all, but I have to jump through 10 times the amount of hoops than when I did when I was just a temporary resident. Back then they gave it to me easily in one phone call! This is unacceptable service and treatment.
Please have somebody from the Menlyn Maine branch contact me to give me an update on the status of my documents, or better yet just have them send it to FNB credit card division directly so I can just get this ordeal over with! I don't have the time for this and it is probably less admin to just cancel my credit card with FNB altogether and sign up for a new one with Discovery Bank!
Helgaard from the Menlyn Maine branch has been excellent and did follow up with me 4 days ago but I haven't heard anything since. My assumption is the delay is on the Exchange Control side of things but they should be keeping him informed.
Despite this, FNB credit card still calls me 2-3 times per week to check on the status of my supporting documents, but no one is willing to help me in following up with Exchange Control on the status of these documents.
I did get a call from a Samantha who said she would help and follow up but that was also 3 business days ago and I have had no response. Then when I call FNB credit card to follow up because I have missed a call from them, instead of getting someone to call me back they put me through to a number that has nothing to do a sales number that has nothing to do with my application to do something I think is called a "code check" and then after selecting the options, the call just hangs up from FNB side, and all my airtime and efforts are wasted.
When is this process going to get resolved? It has now been almost 1 month since I app**** for the increase and I don't feel as though I am any closer. For all I know I will jump through all these hoops and experience all this frustration and they will probably deny my request for an increase.
I am giving this process until the 26th of February to be completely resolved and if not I am cancelling my application, my credit card, and going to another bank to apply for credit.
Helgaard from the Menlyn Maine branch has been excellent and did follow up with me 4 days ago but I haven't heard anything since. My assumption is the delay is on the Exchange Control side of things but they should be keeping him informed.
Despite this, FNB credit card still calls me 2-3 times per week to check on the status of my supporting documents, but no one is willing to help me in following up with Exchange Control on the status of these documents.
I did get a call from a Samantha who said she would help and follow up but that was also 3 business days ago and I have had no response. Then when I call FNB credit card to follow up because I have missed a call from them, instead of getting someone to call me back they put me through to a number that has nothing to do a sales number that has nothing to do with my application to do something I think is called a "code check" and then after selecting the options, the call just hangs up from FNB side, and all my airtime and efforts are wasted.
When is this process going to get resolved? It has now been almost 1 month since I app**** for the increase and I don't feel as though I am any closer. For all I know I will jump through all these hoops and experience all this frustration and they will probably deny my request for an increase.
I am giving this process until the 26th of February to be completely resolved and if not I am cancelling my application, my credit card, and going to another bank to apply for credit.