1 reviews | Active since Oct 2024
Unclear terms & conditions
I registered for the first time today. I went online to purchase and it was an FNB to FNB transaction which did not show in the account of the service provider. I emailed the proof of payment. Their response was the fault lies at FNB. They asked I call my bank which I refused as they are the service provider. Once I have paid I expect my sefrvice to be delivered. I seriously doubt this as I have made countless and much larger FNB to FNB payments which reflect almost immediately. A lady called and requested again I call the bank which again I refused. She admitted "our documentation does not currently state specific delay notifications for FNB payments". If I was made aware of this I would not have completed the transaction as my requirements are urgent. This will be the first and last transaction.
Thank you for reaching out to us and we sincerely apologise for the inconvenience and frustration caused by the delay in receiving your tokens.
We would like to explain that the delay you experienced was unfortunately due to scheduled maintenance conducted by FNB on their banking systems. This maintenance caused a delay in payments being processed and reflected in our bank account. As we are only able to issue tokens once the funds have successfully cleared in our account, this unfortunately resulted in a delay on your end as well.
This was completely outside of our control, and we regret that it impacted your experience with us.
As advised during our interaction with you, we recommended that you contact FNB directly to request the release of the funds, as this would have been the quickest way to resolve the matter and get your tokens issued to you as soon as possible. We understand that this may have felt like an inconvenience, however it was the most effective solution available at the time given that the delay originated on the banking side.
Please be assured that your funds are safe and that your tokens will be issued as soon as the payment reflects in our account.
We truly appreciate your patience and understanding, and we apologise once again for the experience. Should you have any further questions, please do not hesitate to reach out.
Warm regards,
Nigel
Customer Experience Team
Prepaid24
Thank you for reaching out to us and we sincerely apologise for the inconvenience and frustration caused by the delay in receiving your tokens.
We would like to explain that the delay you experienced was unfortunately due to scheduled maintenance conducted by FNB on their banking systems. This maintenance caused a delay in payments being processed and reflected in our bank account. As we are only able to issue tokens once the funds have successfully cleared in our account, this unfortunately resulted in a delay on your end as well.
This was completely outside of our control, and we regret that it impacted your experience with us.
As advised during our interaction with you, we recommended that you contact FNB directly to request the release of the funds, as this would have been the quickest way to resolve the matter and get your tokens issued to you as soon as possible. We understand that this may have felt like an inconvenience, however it was the most effective solution available at the time given that the delay originated on the banking side.
Please be assured that your funds are safe and that your tokens will be issued as soon as the payment reflects in our account.
We truly appreciate your patience and understanding, and we apologise once again for the experience. Should you have any further questions, please do not hesitate to reach out.
Warm regards,
Nigel
Customer Experience Team
Prepaid24