1 reviews | Active since Mar 2009
Circus of PINs and security questions
This situation is so silly it's almost funny.
Stupidly, I forgot the PIN for my Kulula FNB Credit Card. Normally in that situation you would call Kulula Credit Card and order a new PIN on the phone after going through the security questions. However! I have moved a couple of times over the years, and even though I've given Kulula/FNB my most recent details, they still seem to have old details on file. Meaning, I keep failing basic security questions like address or email address.
Sooooo how does one get a new PIN when you can't be verified? The Kulula Credit Card team told me to go into an FNB branch with my ID book.
I did.
The FNB branch team (who were awesome by the way) told me Kulula had sent me there wrongly, as FNB branches no longer deal with Kulula PINs. But FNB offered to call Kulula with me from the branch, after using fingerprint verification to confirm my identity.
The conversations that followed were unbelievable, and I didn't know whether to laugh or cry. It took over 40 minutes, and during that time I was cut off, transferred several times and put on hold repeatedly. Then eventually, this is what I was told by Refilwe: a new PIN had been ordered, and they would call in 48 hours to give me the PIN. But first I would have to pass the security questions.
Pardon? The same security questions I couldn't answer in the first place, which is how we got to where we are now..? THOSE security questions?
My sense of humour failed at this point and I asked for the manager. Refilwe put me on hold for ages, then came back herself (no manager), saying that instead of security questions, I would have to go back into the branch in 48 hours so they could use fingerprint verification to identify me.
Pardon? The same fingerprint verification we literally just did? THAT fingerprint verification?
So now I'm waiting for their call, in which they'll ask me security questions I for sure can't answer, and then when it fails I'll be going back to the branch I was already at, to do something I've already done.