JA
Jeremy A
1 reviews | Active since Jun 2016
15 Oct 2019, 16:59
Premier Banking, How can we NOT help you?
Premier Banking is supposed to be a 24 hour service, however they clearly are not. I called in Yesterday to get a settlement on my credit card. I want to close the card down as I called in November to inform them that my card was about to expire and needed a new one. I called in December when the catd had expired and again in January. In April as usual I was informed that they would send the card via urgent courier. Would be delivered in 3 to 5 working days. Its now October, no card. On my on line banking profile, it reflects an amount of 10300, the agent on the call however tells me my settlement is 10504. She told me to pay it and tgen gives me an e-mail to cancel the card. She was rude and arrogant and came across as if I was wasting her time. I then asked to speak to a manager. Shumisani, decided to drop the call. I called back and spoke to a gentleman who told me that a manager would call me today, regarding my complaint. The entire day, there was no call. At 14h37 I get an email from a Tracy Tshabalala claiming that she had been trying to no avail to reach me. She asked for a convenient time, which I responded to as 16h00. Suffice to say, its almost 17h00, Tracy has gone home and her client is all but forgotten about... This is the ******* services received from a bank that I have been with for over 30 years... When these employees cry over Job losses, its no wonder with the pathetic services they render.
Helpful (0)
Replies (3)0
Replies (3)
FNB (First National Bank)'s replyOfficial
16 Oct 2019, 08:09Good Day
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
***
FNB (First National Bank)'s reply16 Oct 2019, 08:09
Official
Good Day
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***NF
Regards
Hello Peter Complaints Team
***
***
JA
Jeremy A's updateReviewer Update
17 Oct 2019, 11:19Still waiting for a competent response... Natasha called me, blames me for speaking rudely to her agent, forgetting that I have been inconvenienced, lost Ebucks and am still paying for something I cant use, however her main focus was on how self righteous her *********** agent was. Bonolo is still calling me... FNB card sends me an email with a settlement amount of R115 more than what is reflected on online banking... What a circus... Please gjve me the NCR and ombudsman details as this is unacceptable.
JA
Jeremy A's update17 Oct 2019, 11:19
Reviewer Update
Still waiting for a competent response... Natasha called me, blames me for speaking rudely to her agent, forgetting that I have been inconvenienced, lost Ebucks and am still paying for something I cant use, however her main focus was on how self righteous her *********** agent was. Bonolo is still calling me... FNB card sends me an email with a settlement amount of R115 more than what is reflected on online banking... What a circus... Please gjve me the NCR and ombudsman details as this is unacceptable.
JA
Jeremy A's updateReviewer Update
23 Oct 2019, 16:32Thank you for writing to us. We acknowledge receipt of your complaint.
As discussed telephonically on FNB credit card complaint. We have investigated the delivery of the replacement card for the acc. and note that your replacement card was generated for delivery to the couriers on the 11/11/2018. Since generating the card, the courier company has attempted to contact yourself in order to schedule delivery of the card with no success therefore, the card was destroyed due to non delivery.
In respect of a replacement card, we are able to assist with generating your replacement card for delivery. Kindly advise the location (branch/address) you would like the card delivered to in order to assist you accordingly.
Should you have any information in your possession in which your findings are different to what we have mentioned, may you kindly elaborate on your findings and provide us with any sort of proof and we will be glad to assist you with investigating the issue further.
For further assistance, you may contact ***.
Kind regards
Keegan Dollie
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg,2001
Keegan,
As discussed telephonically on FNB credit card complaint. We have investigated the delivery of the replacement card for the acc. and note that your replacement card was generated for delivery to the couriers on the 11/11/2018. Since generating the card, the courier company has attempted to contact yourself in order to schedule delivery of the card with no success therefore, the card was destroyed due to non delivery.
In respect of a replacement card, we are able to assist with generating your replacement card for delivery. Kindly advise the location (branch/address) you would like the card delivered to in order to assist you accordingly.
Should you have any information in your possession in which your findings are different to what we have mentioned, may you kindly elaborate on your findings and provide us with any sort of proof and we will be glad to assist you with investigating the issue further.
For further assistance, you may contact ***.
Kind regards
Keegan Dollie
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg,2001
Keegan,
Unfortunately your explanation doesn't wash. I have clearly told you that I was never contacted. Are you insinuating that I am lying??? As I informed you. There was NO COMMUNICATION. NOT A PHONE CALL, NOTHING FROM ANY COURIER COMPANY.
The level of service is actually shocking. You are trying to defend a **** up. Does it not cost money to destroy cards??? Is it not courtesy to call the person who is YOUR client to state that the cohrier is having difficulties and is there an alternative method to deliver, presuming that what you claim to be using as an excuse is actually true.
Is tgat not a decent and acceptable way to deal with a client???
On the call, when you used this feable excuse, I asked you a question yet you failed to provide a response. You presumed that the customer is lying by your tone, so again I will ask, HOW DID I GET MY CHEQUE CARD AND NOT MY CREDIT CARD??? surely if I was unreachable, I would not have received my cheque card either. Next question, which customer would be paying for a credit card in bank charges, but would refuse delivery of their credit card??? What would be a plausible reason for a customer in your insinuation to do such a thing???
Again, your '**** off' attitude is clearly evident from the tone of your email.
The bottom line is that I as your client have been mismanaged and was not provided services. Your relationship with the courier company is your business. I as a client had no input into the use or choice of courier companies. Your excuse is unacceptable. Waiting for almost a year for a credit card. No courtesy call to the client. What kind of service is that???? Is it yhe couroer company paying interest and giving you support???
Bonolo, unfortunately as you can see, these excuses and self righteous '**** off' attitudes with no proper explanations is not going anywhere. FNB seems to have adopted a customer is wrong approach tohandling such issues. It is unfortunate that after all this time wasted with FNB, I will need to take my business elsewhere. Its actually shocking yhat the customer gets blamed for a lack of service. WOW... We attempted to send your card ONCE. the Courier company tried 3 times to call(assign blame) you were not available (your fault)... Whatever happened to responsibility and accountability??? Clearly FNB has no idea about such concepts. A simple oh we '****ed up' we're sorry, how can we rectify it? Seems to be a foreign concept altogether....
Anyways
Kind Regards,
JA
Jeremy A's update23 Oct 2019, 16:32
Reviewer Update
Thank you for writing to us. We acknowledge receipt of your complaint.
As discussed telephonically on FNB credit card complaint. We have investigated the delivery of the replacement card for the acc. and note that your replacement card was generated for delivery to the couriers on the 11/11/2018. Since generating the card, the courier company has attempted to contact yourself in order to schedule delivery of the card with no success therefore, the card was destroyed due to non delivery.
In respect of a replacement card, we are able to assist with generating your replacement card for delivery. Kindly advise the location (branch/address) you would like the card delivered to in order to assist you accordingly.
Should you have any information in your possession in which your findings are different to what we have mentioned, may you kindly elaborate on your findings and provide us with any sort of proof and we will be glad to assist you with investigating the issue further.
For further assistance, you may contact ***.
Kind regards
Keegan Dollie
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg,2001
Keegan,
As discussed telephonically on FNB credit card complaint. We have investigated the delivery of the replacement card for the acc. and note that your replacement card was generated for delivery to the couriers on the 11/11/2018. Since generating the card, the courier company has attempted to contact yourself in order to schedule delivery of the card with no success therefore, the card was destroyed due to non delivery.
In respect of a replacement card, we are able to assist with generating your replacement card for delivery. Kindly advise the location (branch/address) you would like the card delivered to in order to assist you accordingly.
Should you have any information in your possession in which your findings are different to what we have mentioned, may you kindly elaborate on your findings and provide us with any sort of proof and we will be glad to assist you with investigating the issue further.
For further assistance, you may contact ***.
Kind regards
Keegan Dollie
FNB Credit Card | Retail Banking
30 Diagonal Street, FNB Place, Johannesburg,2001
Keegan,
Unfortunately your explanation doesn't wash. I have clearly told you that I was never contacted. Are you insinuating that I am lying??? As I informed you. There was NO COMMUNICATION. NOT A PHONE CALL, NOTHING FROM ANY COURIER COMPANY.
The level of service is actually shocking. You are trying to defend a **** up. Does it not cost money to destroy cards??? Is it not courtesy to call the person who is YOUR client to state that the cohrier is having difficulties and is there an alternative method to deliver, presuming that what you claim to be using as an excuse is actually true.
Is tgat not a decent and acceptable way to deal with a client???
On the call, when you used this feable excuse, I asked you a question yet you failed to provide a response. You presumed that the customer is lying by your tone, so again I will ask, HOW DID I GET MY CHEQUE CARD AND NOT MY CREDIT CARD??? surely if I was unreachable, I would not have received my cheque card either. Next question, which customer would be paying for a credit card in bank charges, but would refuse delivery of their credit card??? What would be a plausible reason for a customer in your insinuation to do such a thing???
Again, your '**** off' attitude is clearly evident from the tone of your email.
The bottom line is that I as your client have been mismanaged and was not provided services. Your relationship with the courier company is your business. I as a client had no input into the use or choice of courier companies. Your excuse is unacceptable. Waiting for almost a year for a credit card. No courtesy call to the client. What kind of service is that???? Is it yhe couroer company paying interest and giving you support???
Bonolo, unfortunately as you can see, these excuses and self righteous '**** off' attitudes with no proper explanations is not going anywhere. FNB seems to have adopted a customer is wrong approach tohandling such issues. It is unfortunate that after all this time wasted with FNB, I will need to take my business elsewhere. Its actually shocking yhat the customer gets blamed for a lack of service. WOW... We attempted to send your card ONCE. the Courier company tried 3 times to call(assign blame) you were not available (your fault)... Whatever happened to responsibility and accountability??? Clearly FNB has no idea about such concepts. A simple oh we '****ed up' we're sorry, how can we rectify it? Seems to be a foreign concept altogether....
Anyways
Kind Regards,