First National Bank
FNB refuses help - palms client off

FNB client buys R100 electricity through FNB's cell phone banking - 26th Jan 2013. R100 is deducted from his account but the SMS pre-paid electricity voucher sent from FNB is not sent. He calls the bank a number of times and finally gets to speak to a consultant that verifies him and his account. They acknowledge that R100 was deducted from his account but: "cannot help you - this is a problem for ESCOM, your electricity provider, to sort out".
I fail to understand how a FNB client who uses FNB banks' tools of technology has to follow up on this high-tech platforms malfunction because ESKOM didn't come to the party. Surely FNB must have some form of audit and monitoring method/system in place. "We see that we've taken YOUR money, but will not assist you with OUR problem, the one we blame on our service partner (ESCOM)". It's not that we (FNB) don't know what is going on here, we just don't want to help you - oh BTW we don't have a contact number for you to call ESKOM, you'll have to look it up yourself. FNB palms off a FNB client, who chose to use a FNB product to sort out a problem with FNB techn

Company: First National Bank
Country: South Africa
City: Nation Wide

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