1 reviews | Active since Mar 2009
Setting new record lows for service levels
<p>Almost a week ago I queried a deduction from my credit card account for a "top up debt protect". I haven't received any feedback yet. I followed up this morning via the FNB banking app's secure chat, but the consultants there have a special ability to not answer direct questions. I have to repeat myself a number of times before getting a straight answer. (FNB: the functionality to copy and paste a previous message is sorely missed!) To make matters worse, there was a huge delay for some reason, so it seemed to me that I wasn't getting any reply to my messages. Only later could I see that the consultant had in fact responded.</p>
This is my 11th hellopeter complaint about FNB since Dec 2016. Many of them have been regarding SPAM, but even ignoring those, it shows a dreadful pattern of dismal service from FNB.
This is my 11th hellopeter complaint about FNB since Dec 2016. Many of them have been regarding SPAM, but even ignoring those, it shows a dreadful pattern of dismal service from FNB.
Good Day,
We truly regret taking note of your experience and the frustration this has caused; thank you for bringing this to our attention.
I have logged a formal complaint on your behalf and have requested our Credit Card Division to investigate and to provide you with a resolution.
Your complaint reference is ***.
Regards,
Complaints Resolution
Naomi Petersen
*** (option one)
Good Day,
We truly regret taking note of your experience and the frustration this has caused; thank you for bringing this to our attention.
I have logged a formal complaint on your behalf and have requested our Credit Card Division to investigate and to provide you with a resolution.
Your complaint reference is ***.
Regards,
Complaints Resolution
Naomi Petersen
*** (option one)
More than a week later, still no answers from FNB...
More than a week later, still no answers from FNB...
I sent an email last week, and this week followed up a number of times with ********** (option one) but Natasha from credit card complaints, nor her manager, nor anyone else from FNB has called me regarding this complaint.
In the mean time, they cancelled the top-up debt protect policy (without my instruction) and at first refused to refund the deduction from my account. Eventually they have refunded the deduction, but still, my questions remain unanswered. No-one from card division wants to speak to me.
I sent an email last week, and this week followed up a number of times with ********** (option one) but Natasha from credit card complaints, nor her manager, nor anyone else from FNB has called me regarding this complaint.
In the mean time, they cancelled the top-up debt protect policy (without my instruction) and at first refused to refund the deduction from my account. Eventually they have refunded the deduction, but still, my questions remain unanswered. No-one from card division wants to speak to me.
Tried again this morning; still no-one from card division will speak to me.
Tried again this morning; still no-one from card division will speak to me.