I made a payment to a wrong recipient on my Internet banking. I phoned FNB to try and get assistance. They informed me it will cost me R225 to do the reversal and its not guaranteed. I asked since the person is an FNB client why can't they call and ask the person if they agree to the reversal. Save us all the unnecessary waste of time. I was told this is against company policy and a breach of confidentiality because it would mean they have to go into the person's personal profile. After a bit of arguing I conceded and requested the form.
Only for the form to arrive stipulating that the reversal will not be done without the approval of the recipient. So in other words they will go into the person's profile and get their details, call them and ask if they are willing to reverse the money. Its just going to cost me R225 for them to make the call and breach the "company policy".
I am a client of FNB for more than 10 years now. But over the past year their service has gone from bad to worse to downright sickening. Unfortunately what is more important is getting new clients but no thought to retaining old clients.
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