MR
Megan R
1 reviews | Active since Jan 2010
09 Sept 2019, 11:56
System Error
Dear FNB,
I sent R500 via eWallet. The recipient went to withdraw the funds at an ATM in Parklands (***). After entering the OTP, he received R400 and a note stating that the transaction cannot be complete as a wrong cell phone number or ATM pin was used.
We definitely used the correct cellphone number and pin. What must happen now? There's a R100 outstanding which I paid for! This is not our fault, did the ATM run out of cash? Or it is a system error? Who's going to reimburse the extra fuel cost that we have to pay for now? And what about the extra banking costs? I now have to send another R100.
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Replies (2)
FNB (First National Bank)'s replyOfficial
09 Sept 2019, 12:19Good day Megan,
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 ***.
Regards,
Hello Peter Complaints Team
***
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 ***.
Regards,
Hello Peter Complaints Team
***
FNB (First National Bank)'s reply09 Sept 2019, 12:19
Official
Good day Megan,
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 ***.
Regards,
Hello Peter Complaints Team
***
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 ***.
Regards,
Hello Peter Complaints Team
***
MR
Megan R's updateReviewer Update
09 Sept 2019, 19:52Hi FNB,
A consultant called me from your call centre to explain the process of acquiring a new pin. The recipient drove to the ATM (which cost fuel and time) for the 2nd time, after acquiring the new pin. He was charged a R11 withdrawal fee and could only withdraw R50. I was not told about any fees and quite honestly cannot understand why you are charging us for your error?
Why am I being charged for something that was never my error in the first place? Your ATM and system was faulty! I want the recipient to receive the R50 that's due to him, please also reimburse us for the fuel because we have to drive to the ATM again (for the 3rd time now!!!!). Also ensure that you reverse any additional fees charged to my account and ensure that this is sorted by tomorrow please.
This is ridiculous service!
A consultant called me from your call centre to explain the process of acquiring a new pin. The recipient drove to the ATM (which cost fuel and time) for the 2nd time, after acquiring the new pin. He was charged a R11 withdrawal fee and could only withdraw R50. I was not told about any fees and quite honestly cannot understand why you are charging us for your error?
Why am I being charged for something that was never my error in the first place? Your ATM and system was faulty! I want the recipient to receive the R50 that's due to him, please also reimburse us for the fuel because we have to drive to the ATM again (for the 3rd time now!!!!). Also ensure that you reverse any additional fees charged to my account and ensure that this is sorted by tomorrow please.
This is ridiculous service!
MR
Megan R's update09 Sept 2019, 19:52
Reviewer Update
Hi FNB,
A consultant called me from your call centre to explain the process of acquiring a new pin. The recipient drove to the ATM (which cost fuel and time) for the 2nd time, after acquiring the new pin. He was charged a R11 withdrawal fee and could only withdraw R50. I was not told about any fees and quite honestly cannot understand why you are charging us for your error?
Why am I being charged for something that was never my error in the first place? Your ATM and system was faulty! I want the recipient to receive the R50 that's due to him, please also reimburse us for the fuel because we have to drive to the ATM again (for the 3rd time now!!!!). Also ensure that you reverse any additional fees charged to my account and ensure that this is sorted by tomorrow please.
This is ridiculous service!
A consultant called me from your call centre to explain the process of acquiring a new pin. The recipient drove to the ATM (which cost fuel and time) for the 2nd time, after acquiring the new pin. He was charged a R11 withdrawal fee and could only withdraw R50. I was not told about any fees and quite honestly cannot understand why you are charging us for your error?
Why am I being charged for something that was never my error in the first place? Your ATM and system was faulty! I want the recipient to receive the R50 that's due to him, please also reimburse us for the fuel because we have to drive to the ATM again (for the 3rd time now!!!!). Also ensure that you reverse any additional fees charged to my account and ensure that this is sorted by tomorrow please.
This is ridiculous service!