First National Bank
Spend less on marketing and more on service

I reported a incident on my cheque account on the 5th of June. My card was in my possession at the time of the incident and I was over 500km away from Gauteng where the transaction took place. The person on the phone explained the procedure to me which I followed as I need the cash back in my account urgently. On the 6th of June, I faxed all the paperwork back to the bank, received an sms the next day with a reference number for my claim.

It is now the 19th of June, I phoned the bank line (don't try the number on the site because it is wrong, you will just keep dialling option 2 and be sent back to the main menu), after I eventually got through to the right department, I was cut off, phoned again, I was kept on hold for ages, hung up and redialled - I was then told that they have no record of my forms and I need to fill in forms and fax through again.

Wow, I am normally FNB's ambassador, telling people how awesome its been since I joined 7 years ago. I have never had a claim till now, and the way it has been dealt with is totally out of character.

I have now re-submitted my forms tonight via email - fingers crossed.

Company: First National Bank
Country: South Africa
City: Department

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