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<\/p>\nFNB customers have reported problems with their fuel spend transactions on FNB’s eBucks platform, which has caused them to miss out on additional points.<\/p>\n
The problem is due to the incorrect reflection of in-store payments as fuel transactions, which can disqualify eBucks customers from for the platform’s Double-Up programme.<\/p>\n
FNB introduced a host of changes to its eBucks rewards programme in July this year.<\/p>\n
One of these revisions included a change in how FNB customers collect eBucks by filling up at Engen petrol stations.<\/p>\n
On top of the normal percentage benefit linked to a customer’s eBucks Reward Level, eBucks users can now also double the number of eBucks earned from Engen refuelling for every 3 months.<\/p>\n
To qualify for this Double-Up, the customer must have a vehicle finance loan with Wesbank, have their vehicle loaded on FNB’s nav>>car, and only use Engen’s fuel stations for the period.<\/p>\n
The first quarter for which this promotion was valid was July to September.<\/p>\n
A MyBroadband reader stated that they had not qualified for this reward during July, despite fulfilling all the criteria listed above.<\/p>\n
After reviewing their transaction history, the reader found an amount of R32.50 listed as Non-Engen Fuel Spend in July.<\/p>\n
The reader never filled up at garages other than Engen, however, and never made fuel purchases of less than R100.<\/p>\n
This “Non-Engen Fuel Spend” transaction actually reflected the purchase of a cappuccino at a Caltex petrol station for R32.50, which FNB had incorrectly identified as fuel spend.<\/p>\n
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The Terms and Conditions of the eBucks programme state the customers can only be disqualified by making fuel purchases from other petrol stations, not purchases from the shops adjoining them.<\/p>\n
In August and September, the reader regularly bought food and drinks at other fuel stations, but these amounts reflected correctly, and not as fuel spend.<\/p>\n
When he contacted the eBucks helpline and spoke to a consultant, he was told that other users had complained about the mishap as well.<\/p>\n
The issue was resolved on 24 October and the missing eBucks were added to the reader’s account.<\/p>\n
MyBroadband contacted FNB to determine whether this was a common problem affecting eBucks customers.<\/p>\n
CEO of eBucks Johan Moolman said that the company is aware of this issue.<\/p>\n
“eBucks is aware that a small portion of its members are experiencing in-store transactions incorrectly being reflected as fuel transactions when purchasing goods at selected fuel stations,” Moolman said. <\/span><\/p>\n “<\/span>This is an in-store point of sale device setup that reflects all transactions as \u2018fuel\u2019.”<\/p>\n He said that customers who suspect they were disqualified for the same reason are encouraged to contact eBucks.<\/p>\n