Urgent: Poor Service on Takealot eBucks Claim

Dear FNB eBucks Team,

I am extremely disappointed with the handling of my recent eBucks claim. I would like to outline the issues I have experienced:

I recently made 10 purchases on Takealot, amounting to over R8,000. I entered my ID number at checkout as required to earn eBucks.

On Friday, 15 August, I spoke to Khanyasile, who requested that I forward all invoices, which I did. She advised me to include her name and my ID number in the subject line, which I also followed.

Despite this, I only received a notification on Saturday, 16 August, that she actioned the request, showing no urgency and very poor service.

On Wednesday, 20 August, I followed up via email, but my messages were ignored.

This morning, I spoke to Mohadi, who introduced himself as a manager. He confirmed that Khanyasile did not follow company policy and that she should have provided feedback within 48 hours, which did not happen.

Mohadi also stated that the relevant department is requesting order numbers. However, these are clearly reflected on each tax invoice I submitted. This indicates that my invoices may not even have been reviewed yet. Shockingly, he seemed unaware of this as a manager.

Mohadi promised feedback before the end of today, but as I write this, no update has been provided.

What should have taken a few business days has now dragged on for a full week with no resolution.

I am formally requesting:

Immediate allocation of my due eBucks.

Additional eBucks as a goodwill gesture for the poor service, delays, and unnecessary effort I have had to put in.

I have been banking with FNB since 2008 (17 years), but I am deeply dissatisfied with the steady decline in customer service across departments. If this issue is not resolved by tomorrow, I will have no choice but to move my accounts and policies to a competing bank. Additionally I will be sure to access all social media platforms to make people aware of the type of service to expect should they decide to bank with FNB.

I expect urgent feedback and resolution.

Mrs R Hinson