Not doing what I asked

Dear FNB Connect Complaints Team

I am submitting a formal complaint regarding the service I received today while requesting a usage statement for my FNB Connect numbers.

My request was clear: I needed a detailed usage record for the past six months, including minutes used, call durations, and numbers dialled. Instead of addressing this request directly, I was repeatedly given instructions on how to view the limited 150‑entry history in the FNB App. This does not meet my requirement and does not answer the question I asked.

I also asked whether the tax invoice includes usage details. Again, the response did not address my question and did not provide a solution.

I took the time to contact FNB Connect specifically because Cell C and MTN referred me to FNB Connect for this information. I expected clear assistance, not repeated instructions that do not solve the issue.

I request the following: • A clear explanation of why FNB Connect cannot provide a full usage statement for my numbers. • Confirmation of whether such statements can be generated upon request outside of court processes. • Guidance on the correct escalation channel if this request cannot be fulfilled at service‑advisor level.

I expect a proper response that addresses the above points directly.

Regards Mr Willem A de Beer