Why do you use Mr D Couriers for card deliveries?

Below is an email that I sent to FNB yesterday 1st November regarding an issue that I have with their Mr D Courier for credit card deliveries.

Quote ...

Hi there …

Please be advised that I have an issue and complaint regarding the delivery of my new credit card and your courier, Mr D Courier. I contacted your Facebook page out of desperation and have been dealing with you via IM R B Jacobs.

The story goes like this and as reported on Facebook IM…

1. Friday 27th October @ 16:02: I received a call today @ 15:25pm from you courier, Mr D Courier, regarding the delivery of my FNB Credit Card and before I could answer (about 10sec) they hung up and sent me an SMS to call them. I returned their call on ********** and hung on for 6m40s without being attended to. I don't have time to hang on for people to attend to me due to using my mobile phone airtime and it seems like they are very impatient. I left a message on the webpage but no doubt they will not call me back. Shocking that you use such a courier! a. 19:33 - HI Thomas, I'm really sorry about that. I'm sure that the courier will be in touch again to deliver your card. They will most likely call on Monday though. Kind regards RB Jacobs. b. My reply - Thanks for the feedback. I hope that they do call back. You need to report this to whoever needs to know. Have a great evening and weekend. 2. Tuesday 31st October @ 12:20 - Hi there. It's 12:19pm on Tuesday the 31st and nobody has called from your courier as indicated in your message above. No customer service at all from your courier! a. 19:18 - Hi Thomas, Sorry for only getting back to you now. Have you received your card? Kind regards RB Jacobs. b. 19:18 my reply - Nope see my message above. 3. Today 1st November @ 11:36 - Hi Thomas, I'm sorry for the delayed reply. Please will you give the credit card team a call on ********** or email ********** and the team will assist you. Kind Regards RB Jacobs. a. 11:36 my reply - Thank you for your reply. I don't have the time or airtime to phone and press this button for this and that button for that. It irritates me to no end! I'll email them.

At the time of sending this email, nobody from your courier company has contacted me at all and my credit card has not been received. This level of service is unacceptable!

I’m now appealing to you to resolve this issue as I don’t have the time or airtime to sit on a phone waiting for somebody to contact me. They mustn’t use the excuse of being too busy to call back, because then they need to employ more staff to handle the calls or FNB must look for another courier service that can handle to service levels that is required.

I await your urgent response!

Unquote.

Needless I have not had a reply to the above email.

Today I tried again to contact Mr D Courier on ********** @ 11:21 and pushed the right buttons and listened to music and after 6m of not been attended to, I hung up. Again out of desperation I went online and took-up the matter with my Premier Banker who sent me an email to say that I must go onto the FNB banking app on my mobile and connect with someone via their "Secure Chat" link, which I duly did. However it showed that I was number 42 in the que, so I logged out because again I didn't have the time or the data available or how long it would take. Rep**** to their email and told them what I thought of FNB. I even tried calling FNB on ********** but all I got was push this button for this and push that button for that and ended the call because by now I was in a foul mood (much calmer now). Also went back to their FNB Facebook page Im and told RB Jacobs what I thought of FNB.

At the time of writtng this complaint 02 November @ 17:40, nobody from FNB or Mr D Courier has made contact with me.

Please can someone in your organisation assist me?

PS: I deal with a lot of couriers and have never come across a courier that is so shocking!