Smart Device division were instructed on an email to advise me the customer if the settlement amount on the smart device had changed or remained the same. Unfortunately the email stated that customers are only to respond if they are authorizing the debit order within 24 hours. When the debit order took place, I immediately called this department to query why funds were debited from my account, after speaking to the call centre consultant Menzi on 29 Aug 2013, I explained that it was my error for not scrolling down on the email to read the fine print, honest mistake. He then advised that it would not be a problem for the reversal but the waiting period is 7 working days. It has been 14 working days without any feedback or phone call from this division. I have had to phone the call centre on numerous occassions to follow up only to be told that they will send a message to the person handling the query! When asked to speak to a team leader I was told, they no longer work here, or they are not available or they have left for the day! As a premier banker, it has been the most disappointing experience ever. FNB does not live up to its statement - how can we help you I'm afraid!
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