First National Bank
COULD NOT HELP ME

Involved in a smash 'n grab on my way to work and my handbag was was. As soon as I got to a phone I called the bank and Vodacom to advise and cancel. I need to make an EFT to pay for my window repairs and as I did not have a phone for the one time passord sent by sms I phoned the call centre to see if they could change from cell to email. The line was very bad and I repeatedly told the agent I could not hear her; she asked me for my card number even when she could see on the system it was cancelled and after I told her why I was calling. I was on the line for over 45 mins answering questions, then I was told I could not be verified as I had not answered all the questions correctly. Fair enough, afterall I could be a criminal, I would vouch 100% that if I heard the questions correctly that I answered correctly which means on the banks side there is a problem with the way my information was captured. The bank broke its contract with me me that they could help me and would be thorough with their FICA process. I was in a bad situation and no help was offered at all. Sounds like a case for the Ombudsman and the FICA process? Cannot wait to find out which question I failed.

Company: First National Bank
Country: South Africa
City: Call Centre

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