SS
Stefan S
1 reviews | Active since Aug 2011
30 Jul 2024, 00:49
Worst experience in 2 decades with FNB!
I’m Stefan Stevens, traveling abroad and I lost my bank card. I ordered a new card on the 16th July 2024. Today is the 30th July and my card has not been generated yet.
I have been patiently writing emails back and fourth with Natasha, who’s been very polite and apologetic about the system error FNB is experiencing, however my card is still not made and I still don’t have cash traveling abroad which is absolutely unacceptable as a Premier account holder.
SEQUENCE NUMBER : *** [REF:***]
I am only available on email and cannot receive telephone calls.
In the nearly two decades of banking with FNB this is enough to end my journey and move to a more internationally capable bank.
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Stefan S's updateReviewer Update
31 Jul 2024, 17:13 Dear Mr. Harry Kellan, CEO of FNB.
I’m living abroad for the last 10 years. I’m currently traveling in South East Asia and lost my bank card. Here is my situation:
On 16 July 2024, I tried to order a new bank card online but faced an error. I had to contact customer support on the app to place the order for me. It was confirmed and I contacted Natasha at the INTERNATIONAL CARD DELIVERIES | PBC Fulfillment | Premier and Business Core Banking division.
She responded on the 17th, informing me about the delivery charges and that the card would take 3-5 business days to generate.
On the 18th July, I was informed that renewal cards have 10 business days SLA to be issued and handed over.
On the 22nd July, my query was escalated to find out why it had not been generated.
On the 23rd July, I was informed the card production team had issues and the card had not been generated, and it would be between 3-5 business days.
On the 25th July, I was informed my card could not be generated due to my account being unable to recognize a second card issue. It was escalated to the IT team.
On the 26th July, I received an update that the IT team is still busy with the matter.
On the 29th July, I received notification it is not a common issue and they cannot confirm if the issue will be able to be resolved.
On the 30th July, I received notice that FNB was experiencing some delays with the Dev team handling the accounts which failed to produce cards. I also made my first HelloPeter complaint, Thabo Al**** escalated it.
BOB 4790*********758 PREMIER DEBIT 6******xx22 SOL 2804 CANCELED BOB 4790*********174 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********916 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********972 PREMIER DEBIT 6******xx22 SOL 2907 ISSUED
On the 31st of July, I received notice that the card could not be produced due to an address issue on my profile, I should update it.
The profile was updated.
On my banking app I now have 2 ordered cards as an experiment to see if it will generate. The final feedback for today is that I need to wait 24 hours to see if the system can generate my card.
Since my first order, I am now without a bank card and access to my money for 16 days without any indication if this issue can or will be resolved.
I am due to fly out on the 7th of August to Thailand, (my current international delivery address in Indonesia is not valid anymore as I was delayed by 16 days) my next pre-booked destination, and not only has this entire dilemma put me in an extremely difficult position of international payments for daily needs, there also is no guarantee that the issue can or will be resolved any time soon.
I ask of you Mr. CEO of FNB, are you aware of the issues your bank is facing? Why are your IT systems engineers allowed to leave the current pending issues without working overtime? How can you allow your staff to embark on their weekends, when you have paying loyal customers with needs to access their liquid funds but the systems issues have not been resolved as yet?
I want you to personally investigate the matter, and I invite you to contact me directly by email with a favorable outcome for all of us, as I am now livid! I have banked with FNB more than 15 years, this is the first time I have faced such issues and I am now convinced that the system issues experienced in the last 16 days and continuing, are enough motivation for me to move my money to a more capable bank.
Kindest Regards
Stefan Stevens
I’m living abroad for the last 10 years. I’m currently traveling in South East Asia and lost my bank card. Here is my situation:
On 16 July 2024, I tried to order a new bank card online but faced an error. I had to contact customer support on the app to place the order for me. It was confirmed and I contacted Natasha at the INTERNATIONAL CARD DELIVERIES | PBC Fulfillment | Premier and Business Core Banking division.
She responded on the 17th, informing me about the delivery charges and that the card would take 3-5 business days to generate.
On the 18th July, I was informed that renewal cards have 10 business days SLA to be issued and handed over.
On the 22nd July, my query was escalated to find out why it had not been generated.
On the 23rd July, I was informed the card production team had issues and the card had not been generated, and it would be between 3-5 business days.
On the 25th July, I was informed my card could not be generated due to my account being unable to recognize a second card issue. It was escalated to the IT team.
On the 26th July, I received an update that the IT team is still busy with the matter.
On the 29th July, I received notification it is not a common issue and they cannot confirm if the issue will be able to be resolved.
On the 30th July, I received notice that FNB was experiencing some delays with the Dev team handling the accounts which failed to produce cards. I also made my first HelloPeter complaint, Thabo Al**** escalated it.
BOB 4790*********758 PREMIER DEBIT 6******xx22 SOL 2804 CANCELED BOB 4790*********174 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********916 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********972 PREMIER DEBIT 6******xx22 SOL 2907 ISSUED
On the 31st of July, I received notice that the card could not be produced due to an address issue on my profile, I should update it.
The profile was updated.
On my banking app I now have 2 ordered cards as an experiment to see if it will generate. The final feedback for today is that I need to wait 24 hours to see if the system can generate my card.
Since my first order, I am now without a bank card and access to my money for 16 days without any indication if this issue can or will be resolved.
I am due to fly out on the 7th of August to Thailand, (my current international delivery address in Indonesia is not valid anymore as I was delayed by 16 days) my next pre-booked destination, and not only has this entire dilemma put me in an extremely difficult position of international payments for daily needs, there also is no guarantee that the issue can or will be resolved any time soon.
I ask of you Mr. CEO of FNB, are you aware of the issues your bank is facing? Why are your IT systems engineers allowed to leave the current pending issues without working overtime? How can you allow your staff to embark on their weekends, when you have paying loyal customers with needs to access their liquid funds but the systems issues have not been resolved as yet?
I want you to personally investigate the matter, and I invite you to contact me directly by email with a favorable outcome for all of us, as I am now livid! I have banked with FNB more than 15 years, this is the first time I have faced such issues and I am now convinced that the system issues experienced in the last 16 days and continuing, are enough motivation for me to move my money to a more capable bank.
Kindest Regards
Stefan Stevens
SS
Stefan S's update31 Jul 2024, 17:13
Reviewer Update
Dear Mr. Harry Kellan, CEO of FNB.
I’m living abroad for the last 10 years. I’m currently traveling in South East Asia and lost my bank card. Here is my situation:
On 16 July 2024, I tried to order a new bank card online but faced an error. I had to contact customer support on the app to place the order for me. It was confirmed and I contacted Natasha at the INTERNATIONAL CARD DELIVERIES | PBC Fulfillment | Premier and Business Core Banking division.
She responded on the 17th, informing me about the delivery charges and that the card would take 3-5 business days to generate.
On the 18th July, I was informed that renewal cards have 10 business days SLA to be issued and handed over.
On the 22nd July, my query was escalated to find out why it had not been generated.
On the 23rd July, I was informed the card production team had issues and the card had not been generated, and it would be between 3-5 business days.
On the 25th July, I was informed my card could not be generated due to my account being unable to recognize a second card issue. It was escalated to the IT team.
On the 26th July, I received an update that the IT team is still busy with the matter.
On the 29th July, I received notification it is not a common issue and they cannot confirm if the issue will be able to be resolved.
On the 30th July, I received notice that FNB was experiencing some delays with the Dev team handling the accounts which failed to produce cards. I also made my first HelloPeter complaint, Thabo Al**** escalated it.
BOB 4790*********758 PREMIER DEBIT 6******xx22 SOL 2804 CANCELED BOB 4790*********174 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********916 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********972 PREMIER DEBIT 6******xx22 SOL 2907 ISSUED
On the 31st of July, I received notice that the card could not be produced due to an address issue on my profile, I should update it.
The profile was updated.
On my banking app I now have 2 ordered cards as an experiment to see if it will generate. The final feedback for today is that I need to wait 24 hours to see if the system can generate my card.
Since my first order, I am now without a bank card and access to my money for 16 days without any indication if this issue can or will be resolved.
I am due to fly out on the 7th of August to Thailand, (my current international delivery address in Indonesia is not valid anymore as I was delayed by 16 days) my next pre-booked destination, and not only has this entire dilemma put me in an extremely difficult position of international payments for daily needs, there also is no guarantee that the issue can or will be resolved any time soon.
I ask of you Mr. CEO of FNB, are you aware of the issues your bank is facing? Why are your IT systems engineers allowed to leave the current pending issues without working overtime? How can you allow your staff to embark on their weekends, when you have paying loyal customers with needs to access their liquid funds but the systems issues have not been resolved as yet?
I want you to personally investigate the matter, and I invite you to contact me directly by email with a favorable outcome for all of us, as I am now livid! I have banked with FNB more than 15 years, this is the first time I have faced such issues and I am now convinced that the system issues experienced in the last 16 days and continuing, are enough motivation for me to move my money to a more capable bank.
Kindest Regards
Stefan Stevens
I’m living abroad for the last 10 years. I’m currently traveling in South East Asia and lost my bank card. Here is my situation:
On 16 July 2024, I tried to order a new bank card online but faced an error. I had to contact customer support on the app to place the order for me. It was confirmed and I contacted Natasha at the INTERNATIONAL CARD DELIVERIES | PBC Fulfillment | Premier and Business Core Banking division.
She responded on the 17th, informing me about the delivery charges and that the card would take 3-5 business days to generate.
On the 18th July, I was informed that renewal cards have 10 business days SLA to be issued and handed over.
On the 22nd July, my query was escalated to find out why it had not been generated.
On the 23rd July, I was informed the card production team had issues and the card had not been generated, and it would be between 3-5 business days.
On the 25th July, I was informed my card could not be generated due to my account being unable to recognize a second card issue. It was escalated to the IT team.
On the 26th July, I received an update that the IT team is still busy with the matter.
On the 29th July, I received notification it is not a common issue and they cannot confirm if the issue will be able to be resolved.
On the 30th July, I received notice that FNB was experiencing some delays with the Dev team handling the accounts which failed to produce cards. I also made my first HelloPeter complaint, Thabo Al**** escalated it.
BOB 4790*********758 PREMIER DEBIT 6******xx22 SOL 2804 CANCELED BOB 4790*********174 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********916 PREMIER DEBIT 6******xx22 SOL 2907 CANCELED BOB 4790*********972 PREMIER DEBIT 6******xx22 SOL 2907 ISSUED
On the 31st of July, I received notice that the card could not be produced due to an address issue on my profile, I should update it.
The profile was updated.
On my banking app I now have 2 ordered cards as an experiment to see if it will generate. The final feedback for today is that I need to wait 24 hours to see if the system can generate my card.
Since my first order, I am now without a bank card and access to my money for 16 days without any indication if this issue can or will be resolved.
I am due to fly out on the 7th of August to Thailand, (my current international delivery address in Indonesia is not valid anymore as I was delayed by 16 days) my next pre-booked destination, and not only has this entire dilemma put me in an extremely difficult position of international payments for daily needs, there also is no guarantee that the issue can or will be resolved any time soon.
I ask of you Mr. CEO of FNB, are you aware of the issues your bank is facing? Why are your IT systems engineers allowed to leave the current pending issues without working overtime? How can you allow your staff to embark on their weekends, when you have paying loyal customers with needs to access their liquid funds but the systems issues have not been resolved as yet?
I want you to personally investigate the matter, and I invite you to contact me directly by email with a favorable outcome for all of us, as I am now livid! I have banked with FNB more than 15 years, this is the first time I have faced such issues and I am now convinced that the system issues experienced in the last 16 days and continuing, are enough motivation for me to move my money to a more capable bank.
Kindest Regards
Stefan Stevens