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Norah W

1 reviews | Active since Feb 2019

14 Feb 2019, 12:55

Stay Away from FNB Connect - you can't put a price on the admin of poor service

In August 2016 I had an FNB Connect sim card that was never activated and was subsequently terminated. FNB incorrectly billed me for the sim card. My private banker gave me the reassurance that I was not liable for the charge and that it was being taken care of. Two weeks ago I became aware of an account linked to my name that was flagged as in arrears. It turns out that it was due to the FNB Connect invoice that had not been credited. Since then, I have phoned FNB's call centre at least 15 times. I have been told 4 times that this was being escalated at that someone would get back to me - they never did. The reference number is CAF-165905-Q5Q5H2. I did not proceed with FNB Connect in 2016 as it was clear the systems were unstable and the service was poor. Over two years later and it seems this is still the case.

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Replies (3)
FNB (First National Bank)
FNB (First National Bank)'s reply15 Feb 2019, 09:39
Official
Good Day,

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 investigate and provide you with feedback.
 
The reference number is ***NF.

Regards, 
 
Hello Peter Complaints Team
*** (option one) 
NW
Norah W's update15 Feb 2019, 18:12
Reviewer Update
Hi Hello Peter Complaints Team Thanks for the call earlier today and the reassurance that someone would respond to my issue by the end of the business day. Unfortunately this has once again been a false promise and I have not been contacted by FNB regarding my query. I will make my 17th call to your call centre on Monday in the hope that someone can assist me. Regards Norah
NW
Norah W's update18 Feb 2019, 11:11
Reviewer Update
I have just received notification that FNB has received my complaint. Interesting that it takes 4 days (including a weekend) for it to be reached in the system. The notification said that I will hear from them in no later than 8 hours time - i.e. another day. I am holding fingers and toes that once I do hear from somebody it will be good news that my issue has been resolved (after 2 years and 5 months).