FNB chat support issues blamed on increased user demand

Daniel Puchert

Daniel Puchert

Journalist
Staff member
Joined
Mar 6, 2024
Messages
1,062
Reaction score
843
FNB chat support problems

FNB has blamed a decline in service quality on its Secure Chat feature on "intermittent" incidents during an upgrade of the system, necessitated by increased user demand.

In the past few weeks, MyBroadband has observed numerous complaints on social media platforms like X/Twitter about Secure Chat's quality of service being poor.
 
The increased demand is due to you midwits wrecking your acquiring capability for all of Saturday and tying up the funds of thousands of cardholders since then.

Meanwhile the merchant POS reported declines so the merchants are out of pocket too.
 
Chat support is terrible app is terrible service is terrible. Such a mission to switch
 
jezzad said:
Chat support is terrible app is terrible service is terrible. Such a mission to switch
Click to expand...

I've had endless problems with my FNB online banking profile. Whenever I tried to login and it would just load up a blank screen with a cryptic Javascript popup alert. After endless calls to their help desk, nobody could figure out what was wrong with my profile. Eventually I fixed it myself by registering a new online banking profile with a new username and password, validating it at an ATM with my bank card, and I was able to access my accounts again. No thanks to any help from them.

Now I have a problem with unverified browser sessions after buying a new laptop. No matter what I do I cannot verify my browser session when logging in on my laptop. I either have to make payments from my smartphone app or login to the browser on my old laptop. Again, help desk is useless.
 
deweyzeph said:
I've had endless problems with my FNB online banking profile. Whenever I tried to login and it would just load up a blank screen with a cryptic Javascript popup alert. After endless calls to their help desk, nobody could figure out what was wrong with my profile. Eventually I fixed it myself by registering a new online banking profile with a new username and password, validating it at an ATM with my bank card, and I was able to access my accounts again. No thanks to any help from them.

Now I have a problem with unverified browser sessions after buying a new laptop. No matter what I do I cannot verify my browser session when logging in on my laptop. I either have to make payments from my smartphone app or login to the browser on my old laptop. Again, help desk is useless.
Click to expand...
You need to EFT someone R301. https://mybroadband.co.za/forum/threads/fnb-frustrations-verified-device-browser.1114558/
 
Ya, it's pretty broken most of the times I've tried to use it. Often type out a message and send, only for it to disappear.

But besides the secure chat, FNB support in recent years has become dreadful. Even on private wealth, talking to private bankers, they don't seem to know about their own product offerings and rules.
 
backstreetboy said:
Stop using trainees on a live system? The people I've delt with are clueless about everything. Calling Capitec bank is a vastly different experience.
Click to expand...
What are people even calling banks for in the first place, everything is self service and can be done on the app. So what scenarios require people talking to agents so frequently?
 
backstreetboy said:
You need to EFT someone R301. https://mybroadband.co.za/forum/threads/fnb-frustrations-verified-device-browser.1114558/
Click to expand...

I've tried that. Doesn't work. I've been making small payments from my unverified browser session for almost 4 weeks now and the session remains unverified. If I log into my smartphone app or my verified browser session on my old laptop and go the section where they list the verified devices, the unverified browser does not even appear in the list of unverified devices.
 
CrazyBob said:
Ya, it's pretty broken most of the times I've tried to use it. Often type out a message and send, only for it to disappear.

But besides the secure chat, FNB support in recent years has become dreadful. Even on private wealth, talking to private bankers, they don't seem to know about their own product offerings and rules.
Click to expand...

9 times out of 10 they tell you that you have to phone the online banking team, there's nothing they can do. Then they ask you if they can transfer you, and when you say yes the line gets cut off.
 
Somebody should be fired for this collosal furkap.
Still waiting on them to reverse R6000+ of payments that declined (tried Easypay twice at Checkers till to pay for municipal bill).
 
epah said:
What are people even calling banks for in the first place, everything is self service and can be done on the app. So what scenarios require people talking to agents so frequently?
Click to expand...
Koz **** happens?
Most of the time **** caused by themselves or their systems....
 
SeRpEnT said:
Koz **** happens?
Most of the time **** caused by themselves or their systems....
Click to expand...
Meh, I don’t buy that. People are just hogging chat lines just to ask agents stupid questions, things they could easily solve themselves or google.

There are not many reasons to ever have the need to speak to an agent.
 
You have people opening the FNB chat just to ask how much they need to earn to qualify for a loan, or what credit score they need to qualify for one.

It’s a waste of resources when you could just google and get your answers.
 
epah said:
Meh, I don’t buy that. People are just hogging chat lines just to ask agents stupid questions, things they could easily solve themselves or google.

There are not many reasons to ever have the need to speak to an agent.
Click to expand...

Yeah people are just trolling the poor FNB chat agents...
:whistling:
 
You must log in or register to reply here.
Back
Top
Sign up to the MyBroadband newsletter