Unfair Practice and Poor Customer Service from FNB Regarding Birthday Deals

Good day,

I am extremely disappointed with the unfair and unprofessional manner in which FNB handled my recent Birthday Deals purchase on 28/11/2025.

After entering the Birthday Deals section and selecting my items, I was suddenly placed back into the virtual queue. At 2:00 AM, I was allowed access again — but this time, I did not select any new items because I had already chosen exactly what I wanted the first time.

The item that was later cancelled was still available during the second session, but I did not pick it again because it had already been allocated to me. My order was successfully processed, and I received confirmation showing that the items had been handed over to Digital Planet.

Yet later, I received a cancellation — with no explanation.

By the time the cancellation was sent, all Birthday Deals items were sold out. This raises serious concerns:

What happened to the item that was already assigned to me on my first selection?

Was it returned to FNB’s stock?

If items are cancelled after being allocated, is FNB truly giving out the “187 items” they advertise?

And why was I allowed to enter the deals twice if the system had already allocated items to me?

This process feels misleading, unfair, and poorly managed.

To make it worse, the customer service I received from FNB was unacceptable. I made several calls regarding this issue and experienced the following:

Calls were dropped

Agents repeatedly said they could not assist me

When I asked to speak to a manager, I was told they were “in a meeting” and no one took my number

On one occasion, an agent did take my number, but no manager ever called me back

This shows a complete lack of accountability, professionalism, and customer care. Speaking to agents who cannot assist and provide no solution is extremely frustrating.

I request that FNB urgently provide:

1. A clear explanation for the cancellation

2. Confirmation on whether my order will be honoured

3. Transparency about how deal allocations actually work

4. Accountability for the poor customer service I received

Customers deserve honesty, consistency, and proper service — especially from a bank entrusted with our finances.