JR
Johann R
1 reviews | Active since Sept 2022
06 Sept 2022, 14:49
Shocking service from Deceased Estates Department
Absolutely the most shocking service received from FNB Deceased Estates Department. After holding on for more than an hour (3 different calls as I get cut of just as the call go through) I was told that a consultant will get back to me via email in 2 days. They closed a deceased account, sent us the updated statement and after 7 days the money does not reflect in the new estate account. Apparently they must now go and find the money and will then get back to me. The person speaking to me was so unclear that he had to repeat everything as I just could not understand him. This is not the first call to them. Previously was sent to 3 different apartments with no assistance and I just gave up as I cannot be on the phone for hours at a time. No customer service and just plain shocking service!! I only can give 1 star as they eventually picked up the phone.
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Replies (2)JR
Johann R's updateReviewer Update
08 Sept 2022, 17:48Ok so 30min after my complaint was lodged, I received a call from FNB. Needless to say that it was just more talk and promises but no action. First, I was told the account needs to be FICA'd. How is that possible if they have closed the account already, then I was told no the account is dormant and not closed .. how can an account go dormant if there were transactions still going through the last 30 days, then I was told to go to the nearest branch to complete documents. The branch cannot even call the account up as it is closed. Then another promise to say that the problem will be referred to higher authority and promises made to give me positive feedback today (8 Sept 2022). Well guess what no one called. It is just promise after promise and apologies with no action. Maybe the next step would be to report them to the Ombud .. Shocking service from FNB. Will never recommend them to anyone. How is it possible that in our day and age that they cannot do one simple transaction and fix what they have broken in the first place?
JR
Johann R's update08 Sept 2022, 17:48
Reviewer Update
Ok so 30min after my complaint was lodged, I received a call from FNB. Needless to say that it was just more talk and promises but no action. First, I was told the account needs to be FICA'd. How is that possible if they have closed the account already, then I was told no the account is dormant and not closed .. how can an account go dormant if there were transactions still going through the last 30 days, then I was told to go to the nearest branch to complete documents. The branch cannot even call the account up as it is closed. Then another promise to say that the problem will be referred to higher authority and promises made to give me positive feedback today (8 Sept 2022). Well guess what no one called. It is just promise after promise and apologies with no action. Maybe the next step would be to report them to the Ombud .. Shocking service from FNB. Will never recommend them to anyone. How is it possible that in our day and age that they cannot do one simple transaction and fix what they have broken in the first place?
JR
Johann R's updateReviewer Update
18 Sept 2022, 17:24Ok so after all the different stories, I had to go to the bank to get a deceased person's account FICA'd! Really FNB what are you going to give next as an excuse. So, I thought let me go to the bank and just get it over and done with. Signed the documents at Three Rivers branch and was told that due to the nature of the case and my complaint it will now be escalated to high management for a speedy resolution of the case. Well, another week gone and no feedback or reply from FNB. Shocking and not to be trusted in their responses.. Then to boost about your excellent growth... all over the media. Maybe you should rather see to it that the people on the ground get decent service....
JR
Johann R's update18 Sept 2022, 17:24
Reviewer Update
Ok so after all the different stories, I had to go to the bank to get a deceased person's account FICA'd! Really FNB what are you going to give next as an excuse. So, I thought let me go to the bank and just get it over and done with. Signed the documents at Three Rivers branch and was told that due to the nature of the case and my complaint it will now be escalated to high management for a speedy resolution of the case. Well, another week gone and no feedback or reply from FNB. Shocking and not to be trusted in their responses.. Then to boost about your excellent growth... all over the media. Maybe you should rather see to it that the people on the ground get decent service....