FNB CEO apologizes, promises refunds

What annoys me is that they kept down playing the incident. The lady in charge of the online banking went on 702 saying it was a minor problem and that people were only down for monday and part of tuesday. That was definitely not my experience.
 
Kudos on taking responsibility for the matter and looking after your clients FNB
 
cash deposits via atm is free, if you pop it in before 7.00 in the morning it will reflect same day
 
I won $4 million in an online e-mail lottery. I tried to pay the fee to release the funds on Monday, but it would not go through. I think they should refund me the $4 million.
 
“We have made a commitment that customers who have experienced quantifiable losses as a result of having to use any other FNB payment channels such as branches, ATM's, call centres, mobile banking, or alternative payments instruments such as cheque or cash payments will be compensated for any additional fees incurred.”
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So, let me get this right.

The oh - so - sorry CEO is prepared to refund customers who are willing to take the time to prove that they have lost money to FNB because of FNB's fskup.

Is the oh - so - sorry CEO prepared to pay for the time that it is going to cost to provide the proof?

Surely, a much more friendly way to do this oh-so-sorry "refund" would be to automatically refund all over-the-counter transactions done during the affected period for clients who PAY for internet banking facilities.

Also, a refund on the payment for internet banking facilities would be more than appropriate.

:mad:
 
iDOL said:
cash deposits via atm is free, if you pop it in before 7.00 in the morning it will reflect same day
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I know there are plenty of ways for me to get cash into my account. Unfortunately clients can't use the ATM to directly deposit money into my account and that's where FNB zaps me :(

It's ridiculous because I've looked at other banks and their deposit fees in the same situation are about a 3rd for the amounts I'm getting deposited into the account.
 
davemc said:
So, let me get this right.

The oh - so - sorry CEO is prepared to refund customers who are willing to take the time to prove that they have lost money to FNB because of FNB's fskup.

Is the oh - so - sorry CEO prepared to pay for the time that it is going to cost to provide the proof?

Surely, a much more friendly way to do this oh-so-sorry "refund" would be to automatically refund all over-the-counter transactions done during the affected period for clients who PAY for internet banking facilities.

Also, a refund on the payment for internet banking facilities would be more than appropriate.

:mad:
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Only in this country will you find people complaining when they're offered a refund.

It's quite sad really.
 
Well compared to the f-ups and downtimes i've experienced with MTN, this sort of response is magic. I'm not even sure MTN ever apologized or even remotely considered -any- sort of compensation for months and months of crap. FNB goes down for a weekend, and only online banking too and they're already apologizing and compensating.

I wish MTN would compensate me for going over my bundle because both their call centres and online counters were down for much much longer than this.
 
diabolus said:
Well compared to the f-ups and downtimes i've experienced with MTN, this sort of response is magic. I'm not even sure MTN ever apologized or even remotely considered -any- sort of compensation for months and months of crap. FNB goes down for a weekend, and only online banking too and they're already apologizing and compensating.

I wish MTN would compensate me for going over my bundle because both their call centres and online counters were down for much much longer than this.
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+1. You left out the part where MTN call center agents try to explain that is actually your (the customer) fault.

Apart from the fault that never should have happened - FNB's response to it pretty awesome.
 
Kudos to FNB. I'm sure that if ABSA was in the same situation they wouldn't do the same - and with them you PAY to have internet banking where FNB provides it for free.
 
I suppose that Michael Jordaan will have to jump through the hoop on this one, something like his basket ball namesake. No matter what he does, some people will remain pissed!
 
Lydon said:
Only in this country will you find people complaining when they're offered a refund.

It's quite sad really.
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Show me where I am being refunded for paying for a service that was unavailable for 3 days, and I will gladly accept your insult.
 
Don't know why he pays a monthly fee. I get free internet banking on my cheque acc. Have to pay for transactions but no monthly fee for internet banking.
 
Lydon said:
Only in this country will you find people complaining when they're offered a refund.

It's quite sad really.
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If people complained more, the service levels would improve. If you are prepared to accept 2nd rate, you get 2nd rate. Do you think the service levels are generally better, in say the US, just "sommer"? Or because the consumer expects/demands more?
 
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Abe said:
What annoys me is that they kept down playing the incident. The lady in charge of the online banking went on 702 saying it was a minor problem and that people were only down for monday and part of tuesday. That was definitely not my experience.
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A little harsh attacking the "Lady in Charge" (I think her name is Lee-Anne Van Zyl) of FNB Internet Banking. She was only communicating the information she probably had available at the time.

Can clearly see that you have not run a business before. You depend on the people that work for you to give you the correct information. Also, even the people who work for you may not know the full scope of the problem. As a business you always communicate "opptimistically" to your clients.
 
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