Shocked By FNB's Extremely Poor Customer Service

<p>On 11 April some ********* attempted to hack into my online banking profile.</p> <p> </p> <p>FNB ***** Division phone me and notified me of the attempted hack-in and advised that my card had been stopped and my internet profile had been blocked.</p> <p> </p> <p>I went into the bank and was issued with a temporary card. In the first instance, I had been under the impression that the new card would be delivered to the branch where I received the temporary card. The consultant at the branch told me so.</p> <p> </p> <p>After a week, I went back to the branch, still haven't received my card.</p> <p> </p> <p>After two weeks, I received a call from a courier company informing me that my card will be delivered to my work address on 9 May only. So in total, I had to wait <span style="text-decoration: underline;">one month</span> for my replacement card.</p> <p> </p> <p>That was when the real problems started.</p> <p> </p> <p>I received my new card, went into the branch again to reactivate my card and I reactivated my FNB online banking profile. I had to enter a new Username and Password and was logged in. When I attempted to make payments I noticed that the *********'s OTP number was still active on my banking profile. Therefore I was not able to make payments on my internet banking profile.</p> <p> </p> <p>I went into the branch again and was informed that I had to change the OTP at the ATM. I went to the ATM, the ATM was not able to change the ********** OTP because it stated that my internet banking services are "not activated" yet. Back into the branch again. The assistant phones Internet Banking Department of FNB FOUR times, they refer her to the ***** Department. The ***** Department says that they are unable to assist, and refers her back to the Internet Banking Department. She phoned the ***** Department three times as well. I sit and wait at the bank for 90+ minutes, and afterwards the consultant tells me that she does not know what to say to me, because neither the ***** Department nor Internet Banking Department is able to assist me.</p> <p> </p> <p>I tell her that I don't know what to do and I think I should close my account.</p> <p> </p> <p>The consultant phones the ***** Department again and tells them that I am very unhappy and I want to close my account. The ***** Department says that they will phone me within <span style="text-decoration: underline;">four hours</span> and the consultant asks if she can assure the client that they will call within four hours, the ***** Department confirms that they will. The ***** Department tells her that they have now suddenly escalated the matter to the Technical Department. The reference number for this call was Rr ********** 4523. I received an sms while I was in the bank.</p> <p>Question: Why did I have to threaten to close my account first, so that they could finally "escalate the matter" to the Technical Department?</p> <p> </p> <p>I received no call.</p> <p> </p> <p>The next morning (Friday, 12 May) I phoned the ***** Department again and requested to be transferred to the Technical Department, because I received no call from them, as promised. The Lady told me that she was not able to transfer me. I asked her to request the Technical Department again to please just phone me, she said the system does not allow them to send more than one request. She cannot help me and I am now at the mercy of the Technical Department to phone me (if and when they want to, apparently..)</p> <p> </p> <p>It is now Monday, 15 May and I still haven't received the promised phone call from the Technical Department. I still can not make any payments on my internet banking profile.</p> <p> </p> <p>I am so disappointed in FNB's services and I want to go and close my accounts after work today. </p> <p> </p> <p>What the hell is going on?</p> <p> </p> <p>Madeleine Ebersohn</p> <p> ********** </p>