AV
Aretha Van den Berg
Active since Dec 2016
8
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8 reviews37 months ago
OnePlan will share personal details with consent
I canceled my insurance with Oneplan in 2021. This last week I have been receiving threatening sms's from a Debt collection company called NuDebt Management for debt collection on behalf of OnePlan. When I enquire with OnePlan I am told I have an outstanding balance of R140 from 28/04/2021 on my account for medicine. Surely this should have been resolved in 2021? Who gave them the right to hand over any details without contacting me in the last 2 years? Unacceptable and shocking to say the least!!!!
106 replies
88 months ago
Cell C - Bad advertising
On the 13th of Jan i was able to upgrade my contract and i wanted to change to an iPhone XR Red 64GB I went onto Cell C's website and there was a special offer the stated the specific phone is available. I phone 2 shops and the phone was not available I ended up dealing with someone at the head office that said the phone is available and they will try and get one. They eventually found a 256GB but i did not want that as it is way out of my budget. I was then told that they are getting stock and that they will let me know if they have the XR 64Gb in Red. I asked them to keep me updated however i had to follow up with them constantly On the 22nd of Jan i asked for yet another update and was told that they do not have stock and that i have to wait for 10 days as that is when the stock of this specific phone will arrive I then specifically asked whether the 10 days are working or normal days to which i got no response. I kept on follow up cause no one provides any updates at Cell C This morning (4Feb) I followed up again only to find out at 14:00 that they do not have the iPhone XR 64GB in Red and that Cell C's exclusive colour in the black one. So now i ask you with tears in my eyes... every single social media platform available they are advertising that they have the iPhone XR 64GB in 6 vibrant colours. BUT when you want it in any other colour then they tell you sorry we exclusively only have black So if they are getting this here is my option for them: 1. Go to iStore, get the iPhone XR 64GB in Red, Link it to my contract and give me the device that you are advertising and selling to the public 2. Give me iPhone XR 256GB in Red (that you have available) at the price of the 64GB one. It is not my fault you are advertising something you can not commit to. I will not settle for any other colour or phone. You advertise you must deliver. I will also not wait another month before i get the phone or do the upgrade. Someone can contact me but i do not want to speak with someone on a call centre desk. I want top level management to contact me and explain how your lack of competency is my problem. Someone in advertising was not doing their job so that is not my problem
525 replies
90 months ago
FEDEX service levels are worse than poor
On the 31st of October my aunt sent a package as a gift for my sisters babyshower from America to SA The package had a value of $20 and is actually a low cost value package On the 5th of November the package arrived in SA and was stopped by customs for clearing. Which till today i do not know why as it is a low value package and should have been cleared that way by Fedex On the 7th of November I was informed via SMS that the package was stopped and that i should contact Coral Naidoo. I contacted her immediately because the babyshower were to be held on the 17th of November and we needed the package delivered before then 25hours later on the 8th of November i finally received feedback from Coral saying that I need to provide proof of payment etc. but it stated clearly on the Airwaybill that the information should be gathered from the Sender and not the receiver. After talking to my aunt she sent me a mail on the 9th with how much each item was however stating that some items are second hand and we do not have the POP for these I sent this directly to Coral on the 9th before 5pm On the 12th i had to ask for an update only to get a reply of we submitted the documents and we are waiting. She then informed me that there might be a fine of R1500 because we can not provide POP Keep in mind that the 17th is very near and we want to give the present to my sister Again on the 12th after various mails up and down and Coral not reading we explained that ANY CHARGES is for the sender so she must clear the package even if there is a fine On the 13th i again had to ask for an update and again got a simple answer of we are waiting On the 14th i sent a mail to Coral explaining that i am upset about this package and i wanted an update. I received a mail back on the 15th telling me that she was out of the office the 14th and no one was available to help me. She did not have Out of Office on or anything and worse is she did not hand this over when she knew it was urgent I then asked for her managers email and for her to contact me - which until today has yet to contact me - Wilma Nienaber On the 16th i again had to ask for an update and demanded that a manager phone me as Coral was not doing her job I had a gentleman called Devan call me saying he is Coral's supervisor He then informed me that they only submitted the documentation on the 12th cause their systems were down. They will only be able to get information from customs later and no-one can help I told him that i need his manager who is Wilma Nienaber to call me to discuss Keep in mind that this all happened on the 16th and the babyshower was on the 17th I did not get any feedback or calls or updates from ANYONE at FEDEX and the package was not cleared before the 17th and therefore it was too late to be given as a gift On the 18th i received a mail from Coral saying how sorry she is for the lack of communication etc but that there is nothing she can do and that customs are requesting a POP. Till today they can not tell me why because this is a low value package and should have been registered that way and should not even have been cleared the way it was. On the 19th i replied to Coral's mail stating that it was far to late for apologies and that they must arrange free delivery of the package to Mussina as they missed the deadline for delivery Again i asked Wilma Nienaber to call me and still nothing On the 20th Coral sent me an update again asking for POP of the package which we do not have On the 23rd Coral advised that there is a fine of R1500 due to us not providing the POP. I then had to explain to her again that the charges must be billed to the sender even though i explained it on the 8th already Only on the 23rd did they proceeded with registering the shipment for clearance. This should have been done long before the 23rd if she knew what she was doing On the 26th Coral asked for my ID to process the entry to customs. I asked her to phone me and on the phone she told me that she is only creating the registration now and that is why she needs my ID I again explained to her that i want Wilma to call me - which she never did On the 30th I had to ask for an update again and again asked for Wilma to call me - still no call Coral informed me that they have paid customs only on the 30th and the release will take place Again this morning 3 Dec i had to ask for an update on the parcel So it is now nearly (out by 2days) later from when the package arrived in SA and STILL I HAVE NOT RECEIVED IT I have also not received a call from Wilma Nienaber so i wonder if she even works there or not I WILL NEVER IN MY LIFE USE FEDEX AGAIN AND CORAL NAIDOO DOES NOT KNOW HOW TO DO HER JOB. WILMA IS THE WORST MANAGER AS SHE DOES NOT GET BACK TO HER CLIENTS AT ALL
210 replies
104 months ago
They are quick to take your money but refunds take extremely long
I bought a bag online on the 15th of Aug 2017 The bag was delivered on the 15th of Aug 2017 - after i paid extra for same day delivery I logged a return on the 23rd of Aug 2017 and it was approved. Parcel was pickup on the 25th of Aug 2017 On 10 Sept 2017 I sent a mail to their customer services to ask what is happening Moira Suntele said she would follow up and get back to me 11 Sept 2017 I followed up with her it is now 15 Sept and still nothing No response from Moira and they still have not processed my return Utterly disappointed and will never buy from them every again - and i will tell everyone i know not to buy from them again
0 replies
107 months ago
Poor Service
<p> </p> <p>Appologies if this is mostly in Afrikaans:</p> <p>Herewith is my experience as well as the report from Total Petroport Panorama N1</p> <p>First bit is my reply to the 'manager' second bit it his orginal email and my comments back to him</p> <p> </p> <p>Hi Jeandre</p> <p>Ek neem aan almal op die email lys is afrikaans so ek sal nou in afrikaans reageer</p> <p>Sien asb my response langs elkeen van jou punte in rooi</p> <p>Dis onaanvaarbaar dat jy dink ek gaan enigsens gelukkig wees met die report. Ek is nie tevrede dat jy net vir my se disiplienere stappe sal geneem word teen die werkers involved nie. Want weet jy wat volgende gebeur dieselfde met iemand anders en dan is dit weer net n oh ons is so jammer. Jammer se agterstewe.</p> <p>Soos ek hier onder gese het daar was 2 (wat ek spesifiek dopgehou het) ander karre wat baie vinnig gehelp is en wat na my daaraan gekom het. Die mense in die kar was natuurlik almal swart so jou werkers het baie vinnig gespring om hulle te help. Ek sal die rassisme kaart speel want ek se jou nou dis wat gebeur het. Die ‘supervisor’ want ongeskuk was is presies dieselfde gewees. omdat ek n blanke vrou is dink hulle ek hoef nie gehelp te word nie en hulle kan eers hulle eie mense klaar help. As ek dit doen dan is ek n rassis.</p> <p>Ek het nou vir eenmaal genoeg gehad van swak kliente diens in SA en almal wat net stilbly daaroor. Ek neem aan Pieter en Gerrie wat in die mail gecopy is is of die eienaars of jou base Jeandre. Die volgende kommunikasie kan maar van hulle af kom.</p> <p>Ek sal hierdie reply en ook jou email hieronder op Total se website post en ook op Hello Peter.</p> <p>Ook net sodat jy weet, seker nie dat dit n verskil sal maak nie, maar ek sal vir almal wat ek ken of net iewers ontmoet vertel van hierdie saak en ek sal vir hulle noem dat wat daar gebeur het vir my baie rassisties voel en dat die werkers by julle petrol stasie nie wit blanke dames wil ontmoet nie. Ek weet dit gaan seker niks aan julle inkomste doen nie maar ek wil he soveel as moontlik mense moet nie daar stop nie en moet weet dat dit is hoe julle werkers wit mense hanteer</p> <p>Hoop nie weer jy dink ek dreig jou net nie.</p> <p>Hopelik antwoord een van die ander mense my</p> <p>Dankie<br />Aretha</p> <p><br />On 10 Jul 2017, at 12:43, Jeandre Stander ********** wrote:</p> <p>Hi Aretha,<br />I would firstly like to apologize again for the service received from our staff at Petroport on the 8th July 2017.<br />After studying CCTV footage the following notes can be made: - AVDB - ek wil asb die footage he om self deur dit te werk<br />· 11 vehicle on the driveway, including the vehicle of the customer complaining. - AVDB - Laat weet my asb hoeveel karre by die pompe was terwyl niemand my gehelp het nie?<br />· 10 attendants booked to work on wage book, 1 attendant absent due to the death of his brother. 9 attendants on duty.<br />· All 9 attendant and the supervisor was on the driveway assisting customers. - AVDB - wie se probleem is dit dat jy onderstaffed is. Sover ek weet kan jou manager en assistant manager hulle agterstewe uit hulle kantore lig en gaan help om kliente gelukkig te hou. Niemand doen dit vandag meer nie want hulle is bang hulle handjies word vuil<br />· At 12:25:42 a charcoal Mahindra vehicle registration: FX 65 DJ GP entered Petroport and stopped behind a bakkie with trailer at pump 11. - AVDB - Het jy gesien hoe lank die persoon voor my gewag het om diens te kry? Het jy gesien voor my het n polo met 4 swart mense gery wat by die pomp langsaan die with bakkie gestop het en hulle is ommiddelike gehelp. Rassisties, ek wonder?<br />· Almost immediately the same vehicle moved and stopped at pump 15 at 12:26:23. - AVDB dit is korrek want as n pomp oop is gaan mens soontoe. As jy mooi gaan kyk sal jy sien die rede hoekom ek soontoe gegaan het want die persoon wat voor my daar was het gery en daar was iemand wat haar gehelp het. Weereens sy was swart. Rassisties, ek wonder?<br />· At 12:26:53 the driver of the Mahindra vehicle started making notes in a note book. It looks as if the notes made were in relation to the service and attendants on the forecourt. - AVDB - As jy mooi gaan kyk sal jy sien die boek waarin ek geskryf het was my log book. Jou ‘supervisor’ (in aanhalings want hy is verseker nie een nie) kon dit vir jou gese het maar het nie want hy het dit gesien toe ek met jou op die foon was en betaal het. Weereen rassisties, ek wonder?<br />· At 12:28:50 the attendant from pump 14 collected a water can at pump 15 but he was still assisting the customer at pump 14. - AVDB - ek het hom 2 maal gevra om net iemand te roep maar niks reaksie nie. Ek het hom gevra waar is die manager of supervisor en hy het vir my gese daar is nie iemand nie<br />· At 12:29:43 the attendant from pump 13 was collecting a card machine at pump 15, but was also still finalizing payment of a customer at pump 13. - AVDB - het jy na die persoon by pomp 16,17 en 18 ook gekyk. Hy was reeds klaar met die mense waarmee hy besig was en het n nuwe klient begin help terwyl niemand my enige aandag gegee het nie. dit nadat ek even met hom ook gepraat het. Weereens rassities, ek wonder?<br />· At 12:30:35 the attendant from pump 13 came to assist the customer at pump 15. - AVDB- nee hy het nie. Hy was oppad na die kassiere toe om n slippie te gaan kry en ek het hom geroep en gese kan jy asb vir my n manager kry. Sy woorde aan my was ook “daar is nie n manager of supervisor nie” maar dat hy sal gaan kyk en hulle probeer roep. Toe het hy geloop na die kassiere toe en daar gestaan en niks doen nie terwyl niemand my gehelp het nie<br />· According to this attendant(Tshepo Kgobalala) the customer asked him to go and call the manager before he assists her. He turned around to go and call the manager/supervisor. - AVDB - Nee, hy het net eenvoudig aanhou loop en na die kassiere toe gegaan<br />· At 12:31 the customer got out of her vehicle opened her vehicles fuel cap and asked the Trainee attendant, who now also came to assist her, to tag the pump. - AVDB - Nee die trainee het my nie kom assist nie. Ek het hom geroep en gese bring jou tag en aktiveer die pomp.<br />· The customer is now dispensing her own fuel not allowing the trainee attendant to assist. AVDB - Jy is 100% reg want hoekom wil hulle my nou eweskieklik help as hulle vir n voll 5 minute GEEN aandag aan my gegee het nie<br />· At 12:36 customer finished dispensing and takes photo of pump details. - AVDB - Korrek want ek moet my logbook update. Gewoonlik doen ek dit in my kar maar aangesien ek myself moes help neem ek eerder n foto en update dit later<br />· At 12:37 the forecourt supervisor – Godfrey Mokau, also approached the customer to assist the trainee with payment of the transaction. - AVDB - Waar het hy eweskielkik vandaan gekom. Ons is al 10 Minute in die storie in en hy het nie eers gesien ek gooi my eie petrol in nie. As hy n supervisor werd was het hy aan die begin toe ek uit my kar uit geklim het al na my toe gekom.<br />· The customer told the supervisor that she is not going to pay for the fuel as the service was bad and she had to dispense her own fuel. - AVDB - Jy is korrek en teen my spyt het ek dit betaal. Ek het vir jou ‘supervisor’ gese hoekom moet ek betaal as niemand my help nie. Weet jy wat was sy woorde aan my - hy was op lunch saam van die ander mense. NOU VRA EK JOU MET TRANE IN MY OE watter oordentelike supervisor se dit vir n klient. Ek het my kar aangesluit en wou voorentoe trek toe die volgende gebeur het….<br />· At 12:39 customer tries to drive off and the supervisor is trying to stop her telling her she most pay for the fuel. The supervisor had to put his hands on the bonnet of the vehicle to stop the customer from driving off. - AVDB - hy het nie sy hande op my kar gesit nie hy het my kar geslaan. Ek het weer vir hom gese ek gaan net voorentoe ry en daar parkeer en hy het weer my kar geslaan. toe hy die 2de keer my kar slaan toe het ek vir hom gese f-off. ek is nie eers spyt daaroor nie want wie die hel gee hom die reg om aan my kar even te vat? Hy kon my kar beskadig het en dis iets wat nie eers aan hom behoort nie. dit is totaal en al onaanvaarbaar dat jy dink hy het net aan my kar gevat. Volgens wet mag hy nie eers aan my kar vat nie want dit behoort nie aan hom nie. en hoor my lied ek sal n klag maak teen hom omdat hy durf waag het om twee keer aan my kar te slaan<br />· The customer then parks her vehicle and enters to Bonjour looking for the manager. - AVDB - As jy weer gaan kyk was jou ‘supervisor’ kort op my hakke maar hy was heeltyd besig op sy foon<br />· At 12:43 she enters the manager office and a few seconds later Champion Maltji the manager on duty enters the office. - AVDB - Nope jy is verkeerd. Ek het saam met die 'assist manager' en ‘supervisor’ ingegaan en die ‘manager’ het eers so paar sekondes later ingekom saam met n ander ou wat nie eers in uniform was nie.<br />· At 12:49 she exits the office and at 12:50 calls myself Jeandre Stander the General Manager of Petroport Panorama. - AVDB - Het jou ‘supervisor’, ‘assistant manager’ of ‘manager’ vir jou enigsens gese wat in daai 6 minute in die kantoor gebeur het? seker nie - wel kom ek vertel jou gou - Eerstens was ek in n kamer met 6 mans. Enige normale manager wat sy sout werd is sal weet dit is nooit n goeie ding nie. Mens roep in sulke omstandighede gewoontlik nog n vrou in die kantoor in. T****end het die ‘supervisor’ aanhoudend in sy moeder taal gepraat en ek kon hom nie verstaan nie. Jou ‘manager’ het hom in dieselfde taal geantwoord en ek het vir hulle gese om of afrikaans of engels te praat. Jou ‘supervisor’ het sy vinger in my gesig gedruk en gese hy sal afrikaans praat wanneer hy wil. Jou ‘manager’ het niks aan dit gedoen nie. Nou ek weet ek was buite myself van woede en ek is nogsteeds woedend oor die hele situasie. Ek het vir jou 'manager' verduidelik wat gebeur het maar die ’supervisor’ het die hele liewe tyd ingechip. In die hele 6 minute wat ons daar binne was kon nie een van daai mans uitfigure hoe werk jou cctv footage nie om te sien wat nou eintlik gebeur het nie. Ek het na 6 minute van wag opgegee en jou ‘manager’ het vir my jou nommer gegee. Ek het jou gebel<br />· The customer was clearly upset about the service received. I apologized and explained that I will investigate the incident and report back to her on Monday 10th July 2017. - AVDB - ek was nie clearly upser nie ek was woedend. Ek het vir jou gese wat gebeur het en jy het onverskoning gevra. Ek het vir jou gese ek gee jou tot maandag middag 1 uur om vir my terugvoer te gee en dat ek dit hoof kantoor toe gaan vat. Kan jy onthou wat was jou volgende woorde aan my - "Mev jy moet my nie dreig nie want ek doen my werk”. Ek dreig nie. Ek gaan hierdie aan julle hoof kantoor ook stuur as n complaint en ek sal dit op hello peter ook sit vir almal om te sien. <br />· At 12:50 she pays for the fuel and leaves Petroport at 12:52. - AVDB - so van begin to einde het dit 30min gevat net om diesel in te gooi en actually daar weg te kom<br /> <br />To summaries, the service at Petroport was not up to standard for the following reasons:<br />· The customer was not directed to a pump by an attendant. - AVDB - Uiterse swak diens want volgens jou ‘supervisor’ was hy op lunch en het nie die mense gesupervise nie<br />· The customer was not acknowledged by the attendant at pump 14. - AVDB - Die persoon by pomp 16 het my ook nie acknowledge nie en seker 4 het op en verby my kar geloop en ook nie acknowledge nie.<br />· The customer waited 4 minutes for service. - AVDB - As jy actually gaan kyk was dit 12 minute want as ek nie vir iemand gevra het om die pomp te aktiveer nie het ek nou nog gewag. As ek nie self die diesel ingegooi het nie het ek nou nog gewag vir iemand om dit te doen. Daarna was dit n verdere 5 minute voor die ‘manager’ uiteindelik sy gesig gewys het. So jou 4 minute is verkeerd. Dit was 4 minute voordat een van jou mense actually aandag aan my gegee het net om my verder te ignoreer en na die kassiere toe te loop en nonsense praat<br />· The customer had to dispense her own fuel as the trainee did not took over from her when she started dispensing fuel. - AVDB - ek is seker as ek dit nie self gedoen het nie het ek nou nog gewag. Ook as jou ‘supervisor' goed was sou hy dadelik die probleem gesien het en nie gewag het tot ek moet betaal om sy verskeining te maak nie<br />· An internal disciplinary proses will be followed to address the issues above with all staff involved. - AVDB - hoe gaan ek weet dit gebeur verseker. Ek is jammer maar dis vir my onaanvaarbaar. Ek as klient kry net n 'ja ons sal iets doen’ en ek moet gelukkig wees. <br /> <br /> <br />Aretha, I hope you find this report back acceptable.</p>
0 replies
107 months ago
Poor service from delivery guys
<p>I have just had the worst service ever from the delivery guys.</p> <p>I order something through One Day Only</p> <p>It arrived today but i never received a phone call or sms from the Dawn Wing to tell me that the package will be delivered today.</p> <p>I heard someone hooting at my gate and ignored it cause i am not expecting anything due to no sms or call. We live in a small complex with 4 houses.</p> <p>He then continued to hoot and i continued to ignore it cause maybe its for some else</p> <p>Eventually after 10 minutes of hooting i got fed up and went to look. I asked the guy which house he is looking for and he told my the house number which was mine</p> <p>I then said to him he must never hoot again and he should have called cause my number is on the package. He continued to argue with me and said but the intercom does not work at the gate. I then showed him that there is a notification on it to saying please contact the person you are here to see. He then still argued with me and said he did not have my number. I showed him my number on the parcel and he went on to say well he does not have airtime or a phone for that matter</p> <p>That to me is unprofessional. This is now the second time someone from Dawn Wing does this. </p> <p>Its unacceptable </p> <p>The guys name is Stanley and i think he is very very very bad</p> <p>I wrote my complaint on the device that i signed on aswell </p> <p>Now i am writing it here as well</p> <p>Lets see if someone responds to me</p> <p>Thanks</p> <p>Unhappy client</p>
112 replies
112 months ago
Poor poor service from both the private bankers and the app department
<p>On Thursday I was left extremely embarresed and disappointed by my team of bankers and the support team of FNB.</p> <p> </p> <p>I was going away for the weekend and was planning my shopping for Thursday afternoon. I have quite a lot of ebucks and was planning to buy vouchers to pay for my groceries at Checkers and also to save some money.</p> <p>Ready for the weekend I went to Checkers to buy all the stuff i needed. When I got to the till to pay I said to the cashier I am going to buy vouchers and use that as payment. If i use my ebucks i get 40% discount. The total for my groceries was R1706.38. I wanted to buy R1700 voucher using all my ebucks and then pay in the difference of R6.38. So onto the banking app i went. I went to the option to buy vouchers, i selected the from account to be my ebucks account and i selected the R1000 Checkers voucher. I would have paid R600 saving R400 due to my discount on the ebucks level. When i wanted to complete the transaction i was told you reached your daily limiti. I had a look on the app under services and could see that my voucher daily limit was R5000. So i proceeded to phone my private banker Thandeka Mkhwa****. I was on hold for 12 minutes when my call was eventually answered by JP Cilliers. I told him my situation and he said to me he can see nothing wrong on his side and he would get the ebucks department on the line (I dont know much but what i do know is it is not an ebucks problem cause they dont limit you and i had enough ebucks available for the transaction) and he informed me that the R5000 DAILY LIMIT was infact a monthly limit. I almost exploded cause why does it then say DAILY and not MONTHLY limit. I left it at that and waited for him to return my call - please keep in mind that i am still in checkers at the till point while this is happening</p> <p> </p> <p>At 16:20 i get a cal back from JP telling me that he has the ebucks department on the line and that he will put me through. Instead of checking that the call actually connects he drops the call and disconnects me. At this point i was fuming. </p> <p> </p> <p>So i try the app one more time and i buy a voucher for R500. This attempt is successful so i thought maybe i need to buy R500 vouchers at a time. I try to buy a second one and i get the same message that i have reached my daily limit. I then proceed to pay the outstanding R1206.38 with my credit card which i did not want to do but at this point i have been standing at the till trying to get this sorted out for over 30 minutes.</p> <p> </p> <p>Once i have paid and i leave the shop i try calling the private banking number again. It was at 16:24. I was on hold again for 10 minutes before a lady at switchboard called Brenda answered the phone. She was as slow as you could ever imagined. I told her i want to speak to a manager and she said she will get someone to call me. I explained my situation to her again. She also informed me that JP had already left for the day at that point. I asked her when and she said she can not tell me. I am sorry if a client is that upset you make a plan. You do not tell them sorry i can not tell you.</p> <p> </p> <p>5 minutes later an indian lady called me back. I explained my situation now for the 3rd time to her and she said she will get the ebucks department to call me first thing on friday morning. I told her that they work until 5 and i want to have this sorted out before then. I am not willing to wait and also i was not available on Friday. She did not say goodbye or anything she just dropped the phone and disconnected me.</p> <p> </p> <p>At 16:39 my own private branker (Thandeka Mkhwa****) called me back. I had to explain my situation again to her and she said she will get the ebucks department on the line. I said to her what will they help cause i have enough ebucks and that the problem is with the app. And she just said its an ebucks problem. She said she will call me back. I again said to her that she has until 5 to do so cause i want answers. I also asked her why i was unable to get through to her and she said she was on the phone with another client for a very long time. </p> <p> </p> <p>At 16:50 i got a call from Thandeka telling me that she has Ezra from the ebucks department on the line. Ezra asked me what the problem was and AGAIN i had to explain that when i use the app to buy vouchers paying with ebucks i get an error message saying i have reached my daily limit. This was now the 5th time i had to explain my problem and i was getting extremely impatient. Ezra did a security check and told me that the issue i have is not ebucks related cause all was good on my ebucks profile but that the problem was app related. Ezra was disconnected from the call and i asked Thandeka why the h*ll does she not know this and why even when i told her ebucks wont help me she (they, the entire private banking team) insisted to put me through to ebucks. She could not answer me and said she will get the app department on the line. I asked her how long this will take and she again could not answer me. I asked her what is the point of me paying over R300 in banking fees for private banking but this is the service i get. She proceeded to tell me that i have to appreciate the fact that she is working overtime now to get this sorted out. I am sorry i lost it. My word you act as if you are doing me a favour. I PAY YOUR SALARY and you treat me this way. So i told her to get the app department on the line asap</p> <p> </p> <p>At 17:14 i got a call from Thandeka telling me she is holding for the app department. Again i flipped. Why does a private banker follow the same procedures as the normal people? surely we have preference seeing as that we pay more?</p> <p> </p> <p>What else could i do but wait. So i waited. </p> <p>At 17:20 i got a call again. This time Thandeka had the app department on the phone as well. I was talking to Jabulile Mahisa from the app department. She told me she could see what the problem was. So i asked her what is the problem. She then told me the following: due to me upgrading my phone to an iPhone 7 and downloading the app on there, the device has not been verified for the app yet and therefore i do not have full access to the app. What i would need to do is to use the app on the current device to make a payment of more than R300.01. It will then take 7 days for the device to be verified and then only will i have 100% access on the app</p> <p>I really lost it right there and i screamed at her. It does not say anywhere on anything from FNB that when you have a new device that you first have to make a payment of R300.01 using the device and the app, AND that it then takes 7 days to verify the app. She just said oh sorry yes it does not say it anywhere but that is the way it works. I asked her is she can verify my device now and she just said not sorry i have to wait 7 days. Again this is were i lost it because i could have saved R650 if i was able to use my ebucks. I was not able to cause my device was not verified. But in none of the information does it state that the device needs to be verified and then only can you do everything. What happens if in this 7 days my device is stolen. Then i have to do this all over again. In the mean time i have to keep making payments of R300.01 for it to trigger the verification.</p> <p> </p> <p>So here are my problems that i have and i want to know how this will be resolved:</p> <p>1. How will i get the R650 back that i could have saved if i was able to use my device to purchase vouchers on the app? I want my R650 that i could have saved no questions asked. I will not settle on this. You advertise everywhere use your ebucks to get discounts but when push comes to shove i cannot do this and i end up looking like an idiot cause i planned to use all my ebucks</p> <p>2. Where does it say that if you get a new device you have to comply with the following: I could not find it anywhere and if it does not say it then i can and will take you to the consumer act due to me loosing R650 due your incompetency</p> <p>- Device needs to be Verified</p> <p>- You need to make a payment of R300.01 before it can be verified</p> <p>- It takes 7 days to be verified</p> <p>3. Why do i pay over R300 a month in bank charges to be a private banker yet the private banking team is useless? 3 of them could not tell me straight away what the problem was and kept on putting me through to the wrong department. SURELY they have a piece of paper stabled to their cubicle wall saying if this is the issue this is what is causing it.</p> <p>4. Why do i get told that i have to appreciate that my private banker is now working late to help me. UNACCEPTABLE</p> <p>5. Why can my device not be verified on the online banking or over the phone when i have completed a security check?</p> <p>6. Why are you the only bank that requests that the device be verified? No other bank does that.</p> <p> </p> <p>I am really upset about this whole experience and i will not be recommending FNB to any of my friends or family. I am frustrated that it took over 2 hours to get an answer not even to have it reolved. I am disappointed that i pay alot of money for a private banker and does not see the benefit and that at 16:30 they all pack up and leave the client waiting. They do not follow up to make sure you were actually assisted and they are just plain useless. Ezra at the ebucks department did a better job of assisting me than my own private banker. Maybe he should be a private banker and the private bankers should be moved down to call centre operators.</p> <p> </p> <p>Regards</p> <p>A very unhappy client</p>
56 replies
114 months ago
Order Delivery and Responses to emails sent
<p>I ordered a printer and clutch bag (order number 450612) online at OneDayOnly on the 24th of November. Their delivery policy is between 5 - 10 working days.</p> <p> </p> <p>On the 5th of December i emailed their support throught contatc us on their website asking them when the package will be deliverd as i have not had any information. When i look at my order it does not even show that it has been dispatched yet. I did not get any response from them</p> <p> </p> <p>Yesterday 7th of December i emailed their support through contact us again asking what is happening with my p****l and when i can expect delivery. Again no answer</p> <p> </p> <p>This morning i did the same again and i still have not received an answer.</p> <p> </p> <p>They show this on their website that they have the biggest deals but yet when you purchase you do not receive your order in the promised time and you also do not get any communication what so ever. </p> <p>I have to say i will never order from them again once i have received this order. The fact that i get handled this way is unacceptable. No updates in more than 10 working days and no replies in 3 working days. They dont have a number where you can call them on so the email is the only form of contact and they dont respond to that.</p> <p> </p> <p>I warn anyone that wants to buy from them that your order will be delayed and when you raise a complaint or query it will not get answered. </p> <p> </p> <p>They have taken payment for my order but yet i am without a printer and a bag. At this point it looks like they have stolen my money. I will not hestitate to take this further with my back to actually reverse the paments i made</p> <p> </p> <p>Again anyone wanting to order from them be aware of this service.</p> <p> </p> <p>Hopefully this review hits home with them us a company and i hope that i get a response from senior management</p>
56 replies
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