The problem is caused by the incorrect reflection of forecourt (convenience store) spending as fuel purchases, disqualifying customers from the offer.<\/p>\n
The Fuel Double-Up lets customers earn double eBucks from their total fuel spend at Engen stations over a quarter.<\/p>\n
To qualify, customers must meet the following criteria:<\/p>\n
- \n
- Have a vehicle financed through Wesbank, Toyota Financial Services, or Volkswagen Financial Services<\/li>\n
- Load that vehicle onto the Nav > Car section of the FNB mobile banking app<\/li>\n
- Only fill up at Engen fuel stations when using your FNB card<\/li>\n<\/ul>\n
The latest Double-Up eBucks were allocated on Tuesday, 12 October 2021.<\/p>\n
That is when one MyBroadband employee noticed he did not receive his Double-Up for the second time in two years despite meeting all of the requirements.<\/p>\n
Because he was on eBucks Reward Level 5 and had spent a significant amount on fuel between July and September 2021, this should have amounted to eBucks worth R627.10.<\/p>\n
He went through his statements and noticed that a R52.95 transaction for firewood and firelighters at a Sasol forecourt in Modimolle in July had been marked as non-Engen fuel spend.<\/p>\n
![\"\"](\"https:\/\/mybroadband.co.za\/news\/wp-content\/uploads\/2021\/10\/FNB-eBucks-problems-latest.jpg\")
<\/a><\/p>\nInterestingly, other small transactions at other fuel stations were not incorrectly identified between July 2021 and September 2021.<\/p>\n
The employee previously reported a similar issue occurring on his account in October 2019.<\/p>\n
In that case, he had not qualified for the reward after a transaction of R32.50 in July 2019 for a Seattle cappuccino at a Caltex garage was marked as non-Engen fuel spend.<\/p>\n
FNB corrected that issue after MyBroadband sent a query to the bank.<\/p>\n
This time around, the employee contacted FNB support through the Secure Chat function to resolve the matter.<\/p>\n
An agent confirmed the R52.95 non-Engen fuel spend was the issue and said FNB could remove it from this category because it was less than R100.<\/p>\n
The eBucks team later provided additional feedback and confirmed the earned Double-Up would be added to the account in five to seven workdays.<\/p>\n
By the next day, the eBucks was already in his account.<\/p>\n
The image below of the employee’s Double-Up information on his eBucks account confirmed FNB implemented the change.<\/p>\n
![\"\"](\"https:\/\/mybroadband.co.za\/news\/wp-content\/uploads\/2021\/10\/eBucks-error-double-up.jpg\")
<\/a><\/p>\nOne forum member said he spent R39 at a Total garage’s forecourt, which the bank also marked as non-Engen fuel spend.<\/p>\n
After contacting eBucks, he was assured FNB would remove the transaction and allocate his Double-Up allocation.<\/p>\n
Another MyBroadband forum member was not so lucky.<\/p>\n
In his case, he had to have a till slip for a Sasol forecourt purchase reprinted as proof because his transaction was for R140.<\/p>\n
He had not yet provided feedback on whether FNB had resolved his issue and would pay his Double-Up by the time of publication.<\/p>\n
FNB eBucks CEO Johan Moolman told MyBroadband the bank was aware of the issue and explained it occurred when cashiers used the incorrect payment devices for forecourt purchases.<\/p>\n
“As an example, if a customer shops at a service station that isn’t Engen and buys a cold drink from the convenience store (forecourt), and the incorrect merchant device (which is meant for fuel purchases) is used, then the purchase will be classified incorrectly,” Moolman said.<\/p>\n
He advised customers to call FNB with the date of the transaction and a copy of the receipt on hand to verify and backdate eBucks accordingly.<\/p>\n
“As we encounter more of these queries, we immediately rectify and update to ensure no more customers are impacted at the same service station convenience store. We keep a record and update where relevant,” Moolman said.<\/p>\n
Now read: FNB’s monthly lottery for vaccinated clients<\/a><\/h3>\n","protected":false},"excerpt":{"rendered":"
Several FNB customers have reported they did not get the Double Up eBucks allocations they qualified for during the last quarter, with one missing out on over R600.<\/p>\n","protected":false},"author":23,"featured_media":308100,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_sma_x_autopost_status":"idle","_sma_x_autopost_error":"","_sma_x_post_id":"","_sma_facebook_post_id":"","_sma_instagram_post_id":"","_sma_threads_post_id":"","_sma_x_attempts":0,"footnotes":""},"categories":[10106],"tags":[73186,13767,24182,1313,35,48653],"class_list":["post-418002","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-banking","tag-banking-rewards-programmes","tag-ebucks","tag-engen","tag-fnb","tag-headline","tag-rewards-programme"],"_links":{"self":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/418002"}],"collection":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/users\/23"}],"replies":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/comments?post=418002"}],"version-history":[{"count":2,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/418002\/revisions"}],"predecessor-version":[{"id":418294,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/posts\/418002\/revisions\/418294"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media\/308100"}],"wp:attachment":[{"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/media?parent=418002"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/categories?post=418002"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/mybroadband.co.za\/news\/wp-json\/wp\/v2\/tags?post=418002"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}