BM
Bruce M
Active since Apr 2023
2
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0
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Reviews
2 reviews36 months ago
FNB CARD SYSTEMS FAILURE PERHAPS ?
As a customer for over 44 years with FNB I am writing this as the first complaint with something they own: The KULULA.COM GOLD CREDIT CARD. Now it may be fair to say I don't know who actually is at fault here but it probably resides in a computer somewhere and I am guessing that is a device owned and operated by FNB. I may be wrong. Here is the story as I wrote it in my review of the same situation against KULULA.COM ***s and Girls of FNB and KULULA - get together and give a customer the service you promised in writing. Not difficult I guarantee you. KULUA CARD's AUTOPILOT GOES TO SLEEP ! Kulula.com CREDIT CARD - underwritten by FNB [ separate review coming] - You, Kulula.com with FNB decided in May 2022 to discontinue the Gold Credit Card that I have enjoyed using for many years. You advised me that the facility would no longer be available after June 2022. Then I received an email in May 2022 notifying me that my account would AUTOMATICALLY be changed over to a 60 Month repayment of the outstanding amount at the time of discontinuation. No problem. I was happy with that automatic offer. After all, Virgin Money via ABSA did exactly that when they did the same thing a while back. Yet KULULA.COM failed to activate the payment plan in the nice smooth way that ABSA did or is this actually an FNB problem as card underwriters? Well the July 2022 statement did not reflect the new plan. The August 2022 statement did not reflect the new plan. I phoned KULULA CARD and tried to ask what was going on. All call attempts were dropped by their switchboard system! I was on business in August in Durban and had to contact FNB on another matter. I mentioned the KULULA CARD problem and was put through to FNB CARD COLLECTIONS. The lady I spoke to said I should have got the letter with the various options I could exercise such as: 1 - convert to some new card 2 - convert by a credit limit increase on an existing FNB credit card [ side note: I have banked with FNB for 44 years and hold a Private Clients Credit Card]. 3 - Settle the card in full 4 - take the 60 month payment plan option I NEVER received the letter until deep into 2023 when FNB CARD COLLECTIONS finally sent it to me ! However - back to 2022: I still did not see the new 60 month amount on my statements from KULULA.COM so I was somewhat Stuck. I did not know what to pay and the automatic switch over had not happened. So I stopped paying. Simple - the customer does not know what to pay on your automatic offer and you won't tell the customer what to pay and then, when the customer does get through to you after being sent around the moon and back between 'agents' or operators, they say CONTACT FNB ! So In January 2023 I finally got through to FNB CARD COLLECTIONS as directed by KULULA.COM - I was told my card account has not been handed over and that it was now with them and that I would get a communication on what I could do via email. I went into Africa on a business trip. Came back. NOTHING. I called again and got finally through to a Mr Jantjies. Various correspondences later. I must contact KULULA to sort out the mess. I contacted Kulula.com again and got through.... No sir, you must contact FNB Card collections as they cannot 'see' my account! Imagine my fury. Then I got a 'nice' email from a lawyer debt collection company saying my account was handed over to them ! Imagine my fury now ! I told them in an email exactly what is above in this complaint.....CRICKETS ! No response No acknowledgement No 'lets try to help unravel an obvious error' NOTHING - oh - more emails and threats. I told them that they can't fix it, only either FNB or KULULA can but I don't know who between those two was the party with the power to activate the 60 month payment plan that was offered to me. Even their own people don't seem to know who is responsible ! Imagine that level of incompetence, really ? What do I want: 1 - an apology 2 - restoration without predjudice to me to the position of my account as at the date of discontinuation [ no fees, no charges, no interest , no nothing added]. 3 - implementation of the offer that was automatic moving my account over to a 60 month payment plan - I accepted that offer. It is legally binding. Just do it. or I go to the Ombudsman and have the entire debt written off or get what was offered. Simple. Don't tell a customer you will do something and then not do it. That's a lie or a misrepresentation. Fix it KULULA.COM And , I don't want to be pushed around either. Take responsibility, handle the relevant parties, adjust my statements and give me the amount to pay each month ..... or I offer you R50 per month against this debt until you actually do what you said you would do. Not difficult hey ? Just do it.
53 replies
36 months ago
Kulula Card's Autopilot goes to sleep
Kulula.com CREDIT CARD - underwritten by FNB [ separate review coming] - You, Kulula.com with FNB decided in May 2022 to discontinue the Gold Credit Card that I have enjoyed using for many years. You advised me that the facility would no longer be available after June 2022. Then I received an email in May 2022 notifying me that my account would AUTOMATICALLY be changed over to a 60 Month repayment of the outstanding amount at the time of discontinuation. No problem. I was happy with that automatic offer. After all, Virgin Money via ABSA did exactly that when they did the same thing a while back. Yet KULULA.COM failed to activate the payment plan in the nice smooth way that ABSA did or is this actually an FNB problem as card underwriters? Well the July 2022 statement did not reflect the new plan. The August 2022 statement did not reflect the new plan. I phoned KULULA CARD and tried to ask what was going on. All call attempts were dropped by their switchboard system! I was on business in August in Durban and had to contact FNB on another matter. I mentioned the KULULA CARD problem and was put through to FNB CARD COLLECTIONS. The lady I spoke to said I should have got the letter with the various options I could exercise such as: 1 - convert to some new card 2 - convert by a credit limit increase on an existing FNB credit card [ side note: I have banked with FNB for 44 years and hold a Private Clients Credit Card]. 3 - Settle the card in full 4 - take the 60 month payment plan option I NEVER received the letter until deep into 2023 when FNB CARD COLLECTIONS finally sent it to me ! However - back to 2022: I still did not see the new 60 month amount on my statements from KULULA.COM so I was somewhat Stuck. I did not know what to pay and the automatic switch over had not happened. So I stopped paying. Simple - the customer does not know what to pay on your automatic offer and you won't tell the customer what to pay and then, when the customer does get through to you after being sent around the moon and back between 'agents' or operators, they say CONTACT FNB ! So In January 2023 I finally got through to FNB CARD COLLECTIONS as directed by KULULA.COM - I was told my card account has not been handed over and that it was now with them and that I would get a communication on what I could do via email. I went into Africa on a business trip. Came back. NOTHING. I called again and got finally through to a Mr Jantjies. Various correspondences later. I must contact KULULA to sort out the mess. I contacted Kulula.com again and got through.... No sir, you must contact FNB Card collections as they cannot 'see' my account! Imagine my fury. Then I got a 'nice' email from a lawyer debt collection company saying my account was handed over to them ! Imagine my fury now ! I told them in an email exactly what is above in this complaint.....CRICKETS ! No response No acknowledgement No 'lets try to help unravel an obvious error' NOTHING - oh - more emails and threats. I told them that they can't fix it, only either FNB or KULULA can but I don't know who between those two was the party with the power to activate the 60 month payment plan that was offered to me. Even their own people don't seem to know who is responsible ! Imagine that level of incompetence, really ? What do I want: 1 - an apology 2 - restoration without predjudice to me to the position of my account as at the date of discontinuation [ no fees, no charges, no interest , no nothing added]. 3 - implementation of the offer that was automatic moving my account over to a 60 month payment plan - I accepted that offer. It is legally binding. Just do it. or I go to the Ombudsman and have the entire debt written off or get what was offered. Simple. Don't tell a customer you will do something and then not do it. That's a lie or a misrepresentation. Fix it KULULA.COM And , I don't want to be pushed around either. Take responsibility, handle the relevant parties, adjust my statements and give me the amount to pay each month ..... or I offer you R50 per month against this debt until you actually do what you said you would do. Not difficult hey ? Just do it.
0 replies
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