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Michelle B

1 reviews | Active since Feb 2015

03 May 2018, 13:51

Poor/no serivce with regards to card dispute of erronous ATM withdrawal overseas

I recently went overseas, and made a withdrawal at an ATM. The ATM did not supply me with money, and did not give me a slip stating that there was an error. However, the money was deducted from my account. I immediately phone fnb to have them stop the transaction, which at that stage was still pending authorization from bank. They informed me to submit a dispute form. This was on 25 April 2018. It is now 3 May 2018 and I just received a message stating that they could not process my dispute as I have to submit a slip. Which I clearly stated on the form, was not given by the ATM. I phoned the Business Banking department, who told me to send them an email stating that I did not have a slip (which was originally stated on the submission on the dispute) There is no direct line that I can contact the card dispute department on. So this lady said that I should just resent the details and again tell them that I did not get an ATM slip. I did so, only to yet again, receive a mail stating that they will get back to me in the next 5 business days. What kind of service is this? If they had just cancelled the authorization or at least put a hold on the amount as I requested, then the money would not have been deducted from my account. I can just see that this money will never be returned to me, due to some ****amamie reason.

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Replies (9)
FNB (First National Bank)
FNB (First National Bank)'s reply03 May 2018, 15:46
Official

Good Day,

I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.

A formal complaint has been logged on your behalf and has been routed to the relevant department for investigation and resolution. I have requested that feedback be provided.

Your complaint reference number is ***NF.

Again I apologise for the inconvenience and frustration caused.

Regards,

Hello Peter Complaints Team

*** (option one)

MB
Michelle B's update07 May 2018, 09:21
Reviewer Update
Still no response from any of the FNB departments
MB
Michelle B's update10 May 2018, 15:34
Reviewer Update
Received a text message from FNB today, "We are unable to process your dispute. Please resubmit together with the required Decline slip or proof of decline for processing." I am trying very hard not to use any foul language. But this is getting REALLY ridiculous. The incompetence of this department is mindboggling. I have CLEARLY stated on both submissions that I made that the ATM did not supply me with any slip, so how would I then have proof to supply? Isn't it the banks' job to follow up with the other bank and see that their ATM cash up shows that there is an amount in the ATM that was not released????????? How am I suppose to obtain proof (in the form of a slip) if the ATM did not give me a slip? I wish that they could just do their job instead of asking me three times to send a document, that I CLEARLY stated was not supp**** to me by the ATM. I assume that the money is just floating around somewhere, going into someone else's pocket instead of back to my account.........
MB
Michelle B's update10 May 2018, 15:44
Reviewer Update
This is by far the worst service that I have every received from FNB. I cannot believe that I will most likely lose my money, because they cannot do their job. And this department has no direct line where I can contact them on, I can only send a email. To which NO ONE ever replies. I am losing it. Who do I need to go see to resolve this matter??????? And no one comes back to you. Not a call or an email. Only a generic computer generated text message. I am truly a patient person, this incident happened on the 24th of April. And they were immediately informed to not authorize the payment, which was still pending on my account. But no, no ignore it and then the money is deducted on my account and now everyone is useless and does not supply en support of assistance. Is this the way of life now? Banks being so eager to charge you interest on late payments and call you immediately if your accounts are paid late, even by one day, but when it gets to assisting you with an error on your account, they are nowhere to be found. This is beyond me.
MB
Michelle B's update15 May 2018, 08:30
Reviewer Update
STILL no reply from FNB........
MB
Michelle B's update17 May 2018, 08:47
Reviewer Update
Another two days have passed, and still no reply. No one is getting back to me.... Poor service from FNB
MB
Michelle B's update23 May 2018, 11:14
Reviewer Update
Another 6 days have passed since my last post. It is now one day short of a MONTH since this incident and FNB has not done ANYTHING. Pathetic. Clearly I will never get my money back .....
MB
Michelle B's update18 Jul 2018, 10:03
Reviewer Update
The most Pathetic bank and service I have ever experienced in my life. No contact form FNB. No return calls and no one doing anything about money that was ****** from my account. I have 2 business accounts with FNB too, I think I should rethink this whole thing and move to a different bank, seeing that no service is given to you in your personal capacity. The incident happened on 25 April, it is now 18 July. PATHETIC!!!!
FNB (First National Bank)
FNB (First National Bank)'s reply19 Jul 2018, 11:46
Official

Good day Michelle,

Thank you for your posting.

Your complaint had been reviewed and it had been noted that the mount was credited to your account on the 7th May 2018, please refer to your bank statement.

Regards,

Hello Peter Complaints Team

*** (option one)