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1 reviews | Active since Mar 2017

16 Feb 2018, 13:53

Waste my phonecall

Good day

The online information and service centre is shocking.

I wanted to phone to find out a settlement balance on my loan account. So I search online, click "Contact us", click "for me", dropdown menu "call us", select "loans", select "loan queries" This is the number I am given to call: ********** .

I phone. after being on hold for a very long time, "Good day I would like to enquire on the settlement balance on my loan account". Now I have to be transferred to "general enquiries" for loans. ********** 404

After being on hold for a long time, "Good day I would like to enquire on the settlement balance on my loan account". Now I have to be transferred to "private clients". ********** 727

After being on hold for a very long time, "Good day I would like to enquire on the settlement balance on my loan account". Now I have to be transferred to "loans department"....i am still holding....all in all 22 minutes so far and I am being transferred back to the loans department that I originally called. Who knows if they can even help. Will I be transferred again?

This is shocking! Do they not want me to settle my loan because its better for them if I pay R125000 on a R50000 loan or what is the problem here.

FNB you need to jack up your service/system. How can I be transferred back after 4 transfers to the place I originally called.

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Replies (3)
's update16 Feb 2018, 14:02
Reviewer Update
Oh wait....Yes I've been transferred again...this guy can't help....then told to push option 5 which is temp loan enquiries but I need revolving loan enquiries which is option 2. Push option 2 then get options debit order, loan enquiries, online banking.....etc etc etc.....back to the beginning or what? 32minutes and 54 seconds later I have finally hung up. No one knows what they are doing and no one can help. I was told I have full power of attorney on this account but no one can give me any information. Does FNB call centre get rebates from Telkom for wasting peoples talk time? mmmmmmm makes me wonder! Give you the runaround for nothing!!!
's update16 Feb 2018, 14:02
Reviewer Update
Oh wait....Yes I've been transferred again...this guy can't help....then told to push option 5 which is temp loan enquiries but I need revolving loan enquiries which is option 2. Push option 2 then get options debit order, loan enquiries, online banking.....etc etc etc.....back to the beginning or what? 32minutes and 54 seconds later I have finally hung up. No one knows what they are doing and no one can help. I was told I have full power of attorney on this account but no one can give me any information. Does FNB call centre get rebates from Telkom for wasting peoples talk time? mmmmmmm makes me wonder! Give you the runaround for nothing!!!
FNB (First National Bank)
FNB (First National Bank)'s reply16 Feb 2018, 16:13
Official

Hello Melanie-weber ,

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***