Replacement card

I requested a new card on the 17th October – By calling your call centre. They ordered my new card and I requested the card be delivered to the branch. Agent said ok no problem and I thought that was it. The next day I was ill and I FNB couldn’t get hold of me to confirm the address for delivery but I thought I had said to deliver to the branch? On the 19th They finally get hold of me and a back and forth communication happens via email to now say that if I want it delivered to the branch there is a fee applicable.. but if it is delivered to me personally there is no fee. So I agree that the card can be delivered to my house and my husband will sign for it. I was told it would take 5-7 days only from the 19th! On the 24th (7 days after requesting the card) I get and sms from YOUR service provider DSV to say the card will be delivered on Wednesday. My husband moved around appointments and meetings to be at home for the delivery and NOTHING! No call no communication and no card delivery! On Thursday I have to call FNB to get the number for DSV because I have to contact them directly so then I call DSV. I get told the card wasn’t delivered because one of their agents didn’t check the parcel in and even though it was with the driver it wasn’t delivered. So after complaining that I will not wait another 3-5 days for the card because it was not my fault, they agree that there is a driver available on Friday to deliver the card. I get told it will be delivered between 12-4. So again my husband moves stuff around to be home. At 2pm on Friday I call DSV again to confirm that delivery will happen still because it is getting later and its pay day and I need my card because cardless cash withdrawals is costing me bank charges and I am loosing out on my ebucks by not swiping. They confirm before 4pm. Call the driver and he confirms before 4pm. At 4pm still nothing! So I call again! 20 mins on the line with DSV trying to get hold of the driver to confirm when he will deliver because my husband has to leave to fetch my daughter from school. Eventually they call me back to say they have spoken to the driver and he says he just delivered the card. So I call my husband – NO CARD DELIVERED! The driver ****. And then I get a call from the driver – with ATTITUDE he tells me he doesn’t know why I am calling to find out where he is because he works until 5pm so he can deliver up until 5pm but if I don’t want to wait he can always reschedule. *** FNB? Really your service provider thinks its ok to call and give me attitude because they aren’t doing what they should and I complained! I had to tell him to keep quiet because I am the customer and he wont talk to me like that! Within 20 mins of that conversation my card was delivered!! And FYI the driver didn’t follow the safety process.. he didn’t check or confirm any Proof of ID. I was told he would need a copy he didn’t take the copy of ID – didn’t even look at my husbands ID! So he actually just could have given my card to anyone! Well done - now I feel secure using FNB if your service providers are so relaxed in my personal information security. So I get the card, your brochure says you can activate at point of sale! Which is not correct! My card didn’t work and I needed up having to draw the full amount of cash to buy groceries and completely missed out on ALL my ebucks for this month as a result! My husband had to leave me at the shop and drive to go get the cash! It does not activate at point of sale! Pick Pay’s card machine wouldn’t accept it! After all of this I was just glad to be done I managed to activate my card AT THE ATM not point of sale. So I was just happy to never have to do this again with you – until On the 28th you took R100 from my account!! Reason – replacement card fee. Now I am sick of you people! After the worse experience trying to get a card from you, you think because you have access you can just take cash out my account when you want too! My bank charges come off on the 29th but you can just take what you like when you want to! The worst part – at NO POINT WHATSOEVER in dealing with you did anyone mention that the card cost R100 to replace! NOT ONCE! Not when I called to order the card. Not via email confirming the delivery address, not anywhere on the APP and not on the brochure you sent with the card! NOT ONCE FNB!

I would like my money refunded to me! I think its terrible service that you don’t tell me to expect an additional charge but you can just take my money!

This was absolutely the worst experience just trying to do something simple like get a card. Your service provider treated me terribly, you took my money and I missed out on my ebucks!

I would like my money please.