FNB Secure Chat

Solitude

Solitude

Executive Member
Joined
Jul 23, 2008
Messages
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Location
Little Falls
Is it just me or does it not work?

I tried it yesterday and it told me I'm in a long queue and then I waited for hours and not getting any replies.

Trying again today and it's the same thing. I'll type something now and then so that I stayed logged in but nobody ever replies.

Have you guys had any success with it?
 
I used it on Friday to ask a question.

Got the "you are number ## in the queue" response. I then locked my phone and forgot about it. Got a reply 10 minutes later.

My only critique is if you take as long as them to reply they "close" the query and you join the queue again when you send another message.
 
I just gave up and phoned them now. For some reason I'm just not getting any replies.
 
Used it yesterday. Sent a message at around 15:40. I was 180th in the queue. Got a reply at 22:30 last night :rolleyes:
 
My secure chat doesn't even show on the app, only shows on the web browser, and when asked them there why, they said it's beyond their expertise , gave me a number to call
 
peanutbunny said:
My secure chat doesn't even show on the app, only shows on the web browser, and when asked them there why, they said it's beyond their expertise , gave me a number to call
Click to expand...

It's being rolled out at a segment level AFAIK.
So if you don't have a Gold account or above, the functionality isn't available
 
I've used it a few times for things ranging from just a query, to switching my account from cheque to fusion. I've found it quite useful as I hate phone calls.

I did once experince what Radorn mentioned where they close a query if you don't respond quickly enough - notifications weren't even coming to my phone so I didn't notice that they had responded, so that was annoying, but fortunately they weren't busy that day so I got hold of someone else soon after.

Haven't had any other bad experiences other than that one time.
 
If they're busy, which they usually are, you'll be put in a queue.

All fine and dandy, except they don't tell you when you're up and with a consultant. Eventually said consultant leaves the conversation because they've waited too long for a reply.

So then you start the cycle all over again. More waiting. Different consultant. Explain all over again.

For quick queries, it might be okay, but I had to phone in because I wasn't getting through to anyone in time. I also won't lovingly stare at my screen constantly until a consultant comes through because how is that realistic?

FNB, you need to implement a way to notify the customer that they have started a session with a consultant. Ideally I shouldn't need to be constantly logged into the app either.
 
Useless feature to me so far, they take forever to respond and when they do they can’t help most of the time, they give me other numbers to phone or tell me to go to branch. Sometimes it feels I am talking to a bot with short stupid answers given. Also no way to rate the service you got like with other channels. It is easier and quicker to just phone the help desk.
 
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