IB
Inezoa B
1 reviews | Active since Jan 2014
21 May 2019, 16:19
Terrible Terrible Customer Service
A guest booked accommodation with us and was required to pay a 50% deposit. The deposit was charged to the guest credit card immediately in April 2017. The balance of payment was charged to the guest credit card in the beginning of October 2017. FNB Merchant Services contacted us in June 2018 to indicate to us that the guest was claiming that only the one charge was **********. We provided FNB Merchant Services with all the required information showing what service the guest had received and FNB Merchant Services indicated to us that all is in order. In May 2019, only the one transaction was reversed by FNB Merchant Services. We once again provided them with all the documentation confirming what services the guest received. We asked FNB Merchant Services to provide proof that the guest is still claiming the amount is ********** and they have not provided us with this information. We even made contact with the guest and she confirmed the charges are correct. What concerns me is the amount of time that has lapsed for FNB to reverse the amount. It is almost 2 years before the reversal was done. This is absolute pathetic service from FNB. We are so glad that we left FNB Merchant Services to join Capitec where we receive a much better service. Shame on you FNB considering I have a FNB business account and my wife and I are Private Wealth clients. We will be moving all our accounts from FNB.
Helpful (0)
Replies (3)0
Replies (3)
FNB (First National Bank)'s replyOfficial
21 May 2019, 16:54 Good Day,
We would like to sincerely apologize for all the inconvenience caused. A complaint to the relevant department has been re logged for urgent assistance (*** ) who will investigate and provide you with feedback.
Kind Regards, Hello Peter Complaints Team ***
We would like to sincerely apologize for all the inconvenience caused. A complaint to the relevant department has been re logged for urgent assistance (*** ) who will investigate and provide you with feedback.
Kind Regards, Hello Peter Complaints Team ***
FNB (First National Bank)'s reply21 May 2019, 16:54
Official
Good Day,
We would like to sincerely apologize for all the inconvenience caused. A complaint to the relevant department has been re logged for urgent assistance (*** ) who will investigate and provide you with feedback.
Kind Regards, Hello Peter Complaints Team ***
We would like to sincerely apologize for all the inconvenience caused. A complaint to the relevant department has been re logged for urgent assistance (*** ) who will investigate and provide you with feedback.
Kind Regards, Hello Peter Complaints Team ***
IB
Inezoa B's updateReviewer Update
21 May 2019, 17:29Good Day,
Thank you for your response!
Please note that we have contacted various people within various departments and still not response received, really hoping that this can be resolved ASAP!!
Thanks
Thank you for your response!
Please note that we have contacted various people within various departments and still not response received, really hoping that this can be resolved ASAP!!
Thanks
IB
Inezoa B's update21 May 2019, 17:29
Reviewer Update
Good Day,
Thank you for your response!
Please note that we have contacted various people within various departments and still not response received, really hoping that this can be resolved ASAP!!
Thanks
Thank you for your response!
Please note that we have contacted various people within various departments and still not response received, really hoping that this can be resolved ASAP!!
Thanks
IB
Inezoa B's updateReviewer Update
24 May 2019, 17:17 Good day, Thank you for the response. From your email below, the chargeback request was made on the 1 December 2017. In June 2018 (6 months later) we received an email from Edward Mashali (FNB employee) informing us about this chargeback. Edward was provided the supporting documentation confirming the charges were legitimate. Edward confirmed to us that all was in order and that the transaction would not be reversed. After speaking to Edward, we assumed all was in order with this chargeback. Only in May 2019 (almost a year later) does FNB reverse the transaction. These are the questions we have for FNB Merchant Services:
From: FNB Merchant Services <***>
Sent: Thursday, 23 May 2019 15:36
To: ***
Subject: ***NF Good day
Please see below response to your Hello Peter complaint
We initially received a chargeback request from the Issuing Bank on the 01st of December 2017 for reason code 4837(Cardholder Dispute Confirmed ********** Transaction).
The transaction in question was a manual key entered transaction and contact was made requesting the transaction supporting documentation. A copy of the booking details and a copy of the receipt missing card imprint as required by the association rules were provided.
The transaction was re-presentment to the Issuing Bank however they raised another chargeback for the same reason code as the cardholder continued to dispute the charge hence our debit to the merchant.
We do understand that the contract has been terminated however the transaction was processed prior to the cancellation. Unfortunately the debit notification was not send prior due to system delays on our side.
The complaint states that the cardholder agrees to the charge however we never received any chargeback cancellation from the Issuing Bank.
We suggest that the issue must be resolved directly with the cardholder since the dispute process allows only second presentment.
Kind Regards
FNB Merchant Services
This email is subject to a disclaimer.
Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.
- Why were we not informed that the guest was still disputing the charges after Edward was provided confirmation of the charges?
- Why did it take so long for FNB to reverse the charges which effectively is 17 months since FNB Merchant Services received notification of the chargeback? Trying to contact a guest after they stayed at our establishment 2 years ago is very difficult.
- Kindly provide proof that the guest is still disputing the charges? The reason we ask for this is that we made contact with the guest last year and they confirmed that she would contact her bank to let them know the charges were legitimate.
From: FNB Merchant Services <***>
Sent: Thursday, 23 May 2019 15:36
To: ***
Subject: ***NF Good day
Please see below response to your Hello Peter complaint
We initially received a chargeback request from the Issuing Bank on the 01st of December 2017 for reason code 4837(Cardholder Dispute Confirmed ********** Transaction).
The transaction in question was a manual key entered transaction and contact was made requesting the transaction supporting documentation. A copy of the booking details and a copy of the receipt missing card imprint as required by the association rules were provided.
The transaction was re-presentment to the Issuing Bank however they raised another chargeback for the same reason code as the cardholder continued to dispute the charge hence our debit to the merchant.
We do understand that the contract has been terminated however the transaction was processed prior to the cancellation. Unfortunately the debit notification was not send prior due to system delays on our side.
The complaint states that the cardholder agrees to the charge however we never received any chargeback cancellation from the Issuing Bank.
We suggest that the issue must be resolved directly with the cardholder since the dispute process allows only second presentment.
Kind Regards
FNB Merchant Services
This email is subject to a disclaimer.
Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.
IB
Inezoa B's update24 May 2019, 17:17
Reviewer Update
Good day, Thank you for the response. From your email below, the chargeback request was made on the 1 December 2017. In June 2018 (6 months later) we received an email from Edward Mashali (FNB employee) informing us about this chargeback. Edward was provided the supporting documentation confirming the charges were legitimate. Edward confirmed to us that all was in order and that the transaction would not be reversed. After speaking to Edward, we assumed all was in order with this chargeback. Only in May 2019 (almost a year later) does FNB reverse the transaction. These are the questions we have for FNB Merchant Services:
From: FNB Merchant Services <***>
Sent: Thursday, 23 May 2019 15:36
To: ***
Subject: ***NF Good day
Please see below response to your Hello Peter complaint
We initially received a chargeback request from the Issuing Bank on the 01st of December 2017 for reason code 4837(Cardholder Dispute Confirmed ********** Transaction).
The transaction in question was a manual key entered transaction and contact was made requesting the transaction supporting documentation. A copy of the booking details and a copy of the receipt missing card imprint as required by the association rules were provided.
The transaction was re-presentment to the Issuing Bank however they raised another chargeback for the same reason code as the cardholder continued to dispute the charge hence our debit to the merchant.
We do understand that the contract has been terminated however the transaction was processed prior to the cancellation. Unfortunately the debit notification was not send prior due to system delays on our side.
The complaint states that the cardholder agrees to the charge however we never received any chargeback cancellation from the Issuing Bank.
We suggest that the issue must be resolved directly with the cardholder since the dispute process allows only second presentment.
Kind Regards
FNB Merchant Services
This email is subject to a disclaimer.
Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.
- Why were we not informed that the guest was still disputing the charges after Edward was provided confirmation of the charges?
- Why did it take so long for FNB to reverse the charges which effectively is 17 months since FNB Merchant Services received notification of the chargeback? Trying to contact a guest after they stayed at our establishment 2 years ago is very difficult.
- Kindly provide proof that the guest is still disputing the charges? The reason we ask for this is that we made contact with the guest last year and they confirmed that she would contact her bank to let them know the charges were legitimate.
From: FNB Merchant Services <***>
Sent: Thursday, 23 May 2019 15:36
To: ***
Subject: ***NF Good day
Please see below response to your Hello Peter complaint
We initially received a chargeback request from the Issuing Bank on the 01st of December 2017 for reason code 4837(Cardholder Dispute Confirmed ********** Transaction).
The transaction in question was a manual key entered transaction and contact was made requesting the transaction supporting documentation. A copy of the booking details and a copy of the receipt missing card imprint as required by the association rules were provided.
The transaction was re-presentment to the Issuing Bank however they raised another chargeback for the same reason code as the cardholder continued to dispute the charge hence our debit to the merchant.
We do understand that the contract has been terminated however the transaction was processed prior to the cancellation. Unfortunately the debit notification was not send prior due to system delays on our side.
The complaint states that the cardholder agrees to the charge however we never received any chargeback cancellation from the Issuing Bank.
We suggest that the issue must be resolved directly with the cardholder since the dispute process allows only second presentment.
Kind Regards
FNB Merchant Services
This email is subject to a disclaimer.
Visit the FNB website and view the email disclaimer by clicking the "About FNB + Legal" and "Legal Matters" links.
If you are unable to access our website, please contact us to send you a copy of the email disclaimer.