FNB chat support issues blamed on increased user demand

Even Mxit chat was better than FNB chat.
 
"Fortunately, one recent improvement has been that service advisors look at the chat history before asking the customer about their issue."

Eh, when did that improve because I suffered from that around February this year?
 
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...

So if I encounter an error on my app, can I send you a DM to sort out, or do I call/contact FNB?
 
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...
They had a massive screw-up on the 29th of July outage and double-debited tons of card transactions on the weekend after payday. They are only reversing those transactions now. I am sure a few clients might have wanted to know what was happening and why there was a delay, as it is the heaviest transaction period of the month.

FNB, in its entirety, suffers from an innovation burden. Its whole app ecosystem is a Frankenstein of half-good ideas and half-dying ideas.

To position themselves as innovative, they have launched too many services, these services seem brilliant initially, but over (sometimes a very short) time, support drops off for these products; they're never documented in help files, are poorly maintained, and they suck.
 
supersunbird said:
So if I encounter an error on my app, can I send you a DM to sort out, or do I call/contact FNB?
Click to expand...
You wait it out. What are you calling the agents for? They are not going to fix your problem. You are hogging the lines unnecessarily.
 
kolakidd said:
They had a massive screw-up on the 29th of July outage and double-debited tons of card transactions on the weekend after payday. They are only reversing those transactions now. I am sure a few clients might have wanted to know what was happening and why there was a delay, as it is the heaviest transaction period of the month.

FNB, in its entirety, suffers from an innovation burden. Its whole app ecosystem is a Frankenstein of half-good ideas and half-dying ideas.

To position themselves as innovative, they have launched too many services, these services seem brilliant initially, but over (sometimes a very short) time, support drops off for these products; they're never documented in help files, are poorly maintained, and they suck.
Click to expand...
None of these are still reasons to be contacting them, you wait it out and the payments will be reversed once they have fixed the underlying issue.

Having thousands of people calling them regarding the same problem isn’t going to fix anything, if anything you are taking the agents away from other issues they could be dealing with.

As a consumer I am sure you can differentiate between an individual issue and an outage. There is no point calling them with the latter.
 
epah said:
None of these are still reasons to be contacting them, you wait it out and the payments will be reversed once they have fixed the underlying issue.

Having thousands of people calling them regarding the same problem isn’t going to fix anything, if anything you are taking the agents away from other issues they could be dealing with.

As a consumer I am sure you can differentiate between an individual issue and an outage. There is no point calling them with the latter.
Click to expand...

If anything, why are there even agents? There are nothing to talk with customers about, everything just works anyway... amirite?
 
Chat service comes and goes. I usually use it to activate cards for international use, and they're usually pretty effective with this.

The synchornization between the web and mobile-app chat is usually terrible. But then again, FNB seems to wish daily that people would please just stop using their website and switch fully to the mobile app.

Other painpoints:
- inContact notifications being forced to the app only (no longer email) but the app's history only goes back one or two weeks (where hey, my GMail account goes all the way back to 2006).
- inContact notifications missing the bloody minus sign when I go into overdraft. Never 100% sure if I have R200 or R-200 in my bank account until I buy something else and the amount "goes up".
- Pending transaction on the app shows virtual card transactions, but on the web it only shows physical card transactions.
 
FNB chat would be ok if they didn't hire the dumbest fks on the planet to reply to queries, most of them are truly thick as a brick. FNB just wants to lower costs and frustrate the need to resolve issues right out of customers so they finally just give up and roll over. Win/win for FNB, well done to corporate, 20% pay increase for all the shortsighted cnts that engineered this abortion, both for reducing costs and increased customer satisfaction... on paper at least and that's all that matters :love:
 
epah said:
None of these are still reasons to be contacting them, you wait it out and the payments will be reversed once they have fixed the underlying issue.

Having thousands of people calling them regarding the same problem isn’t going to fix anything, if anything you are taking the agents away from other issues they could be dealing with.

As a consumer I am sure you can differentiate between an individual issue and an outage. There is no point calling them with the latt
Click to expand...
That's really amusing…Chill man it’s just a couple of k, the bank will definitely sort it. Clearly you have never used them for complex transactions.

A few thousand in double debits

App and website reflecting two completely different amounts and transactions, and different outstanding balances. Actually still are.

Screw that. I pay enough in fees to have a banker smurf on call when I need them.
 
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...
Issue I had: didn't check debit account balance, account fee came off and made it negative.
FNB doesn't give a warning or anything, just locks that account, so I was unable to transfer from savings or CC. The error gives no hint and there's no option for you to unlock it, has to be message/call.

Another was that they decided to randomly cancel my card, no notification or warning, was because I didn't use it for a transaction for two months, but there's no way I could see that in the app.
 
FNB don't have support staff, don't know where people get that idea. 99% of their staff is Marketing staff.
 
epah said:
So it’s all self inflicted as usual. Why are you changing emails, why can’t you just stick to one thing and have it for life?
Click to expand...

Because they where still using an e-mail address that died 35 years ago, because some numpty never took it of the system when the new address was registed with, them. And because it was the first e-mail address they continued using it. 30%'ers

Took, an hour in the queue at the branch, to get someone who could delete, the ancient long dead e-mail address.
 
The only reason why there is an increase to demand is because FNB messed up with the cards of dozens of card holders and now they are not visible, which ties up their funds.
 
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