1 reviews | Active since Jan 2012
Why, oh why do i always have to receive FNB's ****piest service?
<p>I placed an order for an FNB SIM Card on the25th of April. My ordr no from FNB was ORDER NR. FNB170425CB187, with the reference no ********** ********** . I received a phone call from someone shortly thereafter, saying that the card will only be available on the 2nd of May. I then arranged with them to have the delivery after 15:00 on the 2nd of May. I gave my contact no as my current cell phone no (which is the one that I wished to port)</p> <p> </p> <p>Then my wife received sms's on her phone that someone was trying to deliver something , which would have been completely useless, as I was not at home.</p> <p> </p> <p>This morning (at approx 09:30) I called the so-called customer care department to confirm that the delivery will be made this afternoon after 15:00 and also arrange to be absent from work for this. Which the agent i dealt with conformed for me. Then at 10:30 i received an email that the FNB Connect Order has been cancelled as well as an SMS cofirming that the cancellation request was processed.</p> <p> </p> <p>At no point did i receive any email message or SMS that the delivery has been attempted. Nor did I request any cancellation. So I called the so-called care centre again, only to be told that there is a three strike policy in place, and that I have to re-order the SIM card again. Meanwhile Vodacom has already received and processed the porting request, so where does that leave me?</p> <p> </p> <p>I can honestly say that virtually every dealing I have had with FNB has left me exceedingly underwhelmed and with a bitter taste in my mouth. I rue the day that I decided to switch my business to you</p>
Good day Mr. dupreez jakes
Thank you for bringing this matter to our attention. Kindly note that we have logged this matter as a formal complaint with the following reference number: ***.
We do apologise for any inconvenience caused in this regard and assure you that you will receive feedback within the turn around time of 24 to 48 working hours.
Thanks regards
Rahim Salamaan
FNB Hello Peter Complaints Resolution
(W): ***
Good day Mr. dupreez jakes
Thank you for bringing this matter to our attention. Kindly note that we have logged this matter as a formal complaint with the following reference number: ***.
We do apologise for any inconvenience caused in this regard and assure you that you will receive feedback within the turn around time of 24 to 48 working hours.
Thanks regards
Rahim Salamaan
FNB Hello Peter Complaints Resolution
(W): ***
Thanks for the very prompt response
Thanks for the very prompt response
Some further progress, and it gets from frustrating to utterly exasperating. My SIM card was delivered on Tuesday and, surprisingly, the number was ported without a glitch. I successfully tested phone calls and sms's and even purchased R50 worth of airtime from the FNB app. On Wednesday evening I also set up the internet connections and tested the FNB App when ofline from my WiFi. However, this morning I received an email from a business connection asking why my phone number is reported as no longer existing, so I tried it, and lo-and-behold, the dreaded message.
I contacted the FNB Connect help line ( ********** ). I did not get the name of the agent that was assisting me, though I did get reference numbers: Ry ********** 7183 and Ticket No 67401. From him I surmised that someone on your system had terminated my SIM Card without leaving a trace of who it was. He requested some department to get back to me ASAP with a resolution, but I am aware of FNB's standard turn-around time of 24-48 working hours (translate 3 - 6 days!!!) so there I hold out no hope.
This is really very disconcerting, as the questions that beg asking are: What type of controls do you have in place when performing these actions? How is it possible that someone can terminate the SIM card after it was activated, without any communication whatsoever to the SIM card owner? How is it possible to allow important changes like this happening withoutt leaving an audit trail that your support staff can follow? Why am I left hanging without any indication of an SLA, waiting for another department to give me feedback, and the only assurance I can be given is that it was marked as urgent?
I do not use my phone often, and it could have taken many days before I discovered this, was it not fir the emailed query. My fear is that, if it is possible to terminate a SIM card so silently, someone could easily be in the process of performing a SIM Swop, and are my accounts can be drained, without me being any the wiser until my transactions start getting rejected due to insufficient funds?????
Some further progress, and it gets from frustrating to utterly exasperating. My SIM card was delivered on Tuesday and, surprisingly, the number was ported without a glitch. I successfully tested phone calls and sms's and even purchased R50 worth of airtime from the FNB app. On Wednesday evening I also set up the internet connections and tested the FNB App when ofline from my WiFi. However, this morning I received an email from a business connection asking why my phone number is reported as no longer existing, so I tried it, and lo-and-behold, the dreaded message.
I contacted the FNB Connect help line ( ********** ). I did not get the name of the agent that was assisting me, though I did get reference numbers: Ry ********** 7183 and Ticket No 67401. From him I surmised that someone on your system had terminated my SIM Card without leaving a trace of who it was. He requested some department to get back to me ASAP with a resolution, but I am aware of FNB's standard turn-around time of 24-48 working hours (translate 3 - 6 days!!!) so there I hold out no hope.
This is really very disconcerting, as the questions that beg asking are: What type of controls do you have in place when performing these actions? How is it possible that someone can terminate the SIM card after it was activated, without any communication whatsoever to the SIM card owner? How is it possible to allow important changes like this happening withoutt leaving an audit trail that your support staff can follow? Why am I left hanging without any indication of an SLA, waiting for another department to give me feedback, and the only assurance I can be given is that it was marked as urgent?
I do not use my phone often, and it could have taken many days before I discovered this, was it not fir the emailed query. My fear is that, if it is possible to terminate a SIM card so silently, someone could easily be in the process of performing a SIM Swop, and are my accounts can be drained, without me being any the wiser until my transactions start getting rejected due to insufficient funds?????
My phone is back on line again, thank you very much.
I would like to strongly suggest that you take notice of the following suggestions:
1. Investigate and fix the apparent communication breakdown between your FNB Connect department, and whoever is responsible to do the deliveries. It does not serve much purpose to have an arranged delivery schedule and then following your own without pre-arranging with the client.
2. If you request contact detail on an application document, then use those details for communication related to the application. Do not use the first one that appears on the client's profile.
3. I suspect that the termination of the SIM card is related to the notice I received indicating that the order for the SIM Card would be cancelled. If this is the case, you need to ensure that you cannot have conflicting actions, such as cancelling the SIM Card order, and still having the item delivered, and allowing it to be activated.
4. I know that you would normally reserve the right to cancel a service without prior communication to a client, but I would think that would be justifiable in only exceptional circumstances. No-one should have the ability to just change or cancel a service without there being some kind of workflow in place that will allow notification to and confirmation from the affected party.
My phone is back on line again, thank you very much.
I would like to strongly suggest that you take notice of the following suggestions:
1. Investigate and fix the apparent communication breakdown between your FNB Connect department, and whoever is responsible to do the deliveries. It does not serve much purpose to have an arranged delivery schedule and then following your own without pre-arranging with the client.
2. If you request contact detail on an application document, then use those details for communication related to the application. Do not use the first one that appears on the client's profile.
3. I suspect that the termination of the SIM card is related to the notice I received indicating that the order for the SIM Card would be cancelled. If this is the case, you need to ensure that you cannot have conflicting actions, such as cancelling the SIM Card order, and still having the item delivered, and allowing it to be activated.
4. I know that you would normally reserve the right to cancel a service without prior communication to a client, but I would think that would be justifiable in only exceptional circumstances. No-one should have the ability to just change or cancel a service without there being some kind of workflow in place that will allow notification to and confirmation from the affected party.