AV
Andrew van der Merwe
Active since Jun 2010
30
Reviews
0
Industries
Reviews
30 reviews2 months ago
FrustraTING Voxy and poor communication re outage.
This an average of one star for your Voxy WhatsApp support and 4 for the rest. Voxy sucks! It's impossible to get any real help or info from what is effectively a maddening answering machine. One can't even report an outage or ask for an update on an outage. The stupid machine just sends you in a circle referring us to your outages page which has also turned out to be no use. We're into day 3 of an Openserve outage in Newlands and Fernwood with scores of people complaining on our WhatsApp group but there is no info about what is clearly a major outage on your site. When I eventually called Vox yesterday, well into day 2, the tech support agent was unaware it. Informing him made no difference to your outages page. Day 3 and we have received no updates. I had to go to the trouble of installing and setting myself up on the Openserve app only to get zero info beyond a confirmation of the outage - no details, no prognosis, just typical Telkom disdain towards its customers.
112 replies
2 months ago
Openserve doesn't care to communicate re a 3 day outage.
We're into day 3 of a fibre outage in Newlands and Fernwood. The line break is one thing (probably some construction crew digging through a line despite it being marked on the plan) but the lack of push notifications and updates by Openserve is typical Telkom culture, and inexcusable. I get the impression from our WhatsApp group that even the ISPs involved were oblivious until day 2. My ISP, Vox, certainly wasn't. Even now there is nothing about this outage on the Vox outages page. And worse: the Openserve app - for those who went through the schlep of installing it - only provided it's uninformative notice of the outage well into day 2. Your disrespect towards your customers shows and the mutual feeling grows. It's Telkom all over again.
0 replies
9 months ago
FNB: nice people ... IF you can make it through the mangler to talk to them
Dear FNB I have just this minute responded to a "How was your experience" email with a 9 for call center agent Hlakaniphile Faith Nkosi. What I'd like to ask is when you're going to send a similar email asking what my experience was like dealing with the bank systems because I need to give you a 1 for that? As always, it's a complete time-mangling nightmare trying to speak to an actual, sensible person when you need to and even when you do finally get to speak to the right person there is NOTHING they can do about your problem but placate you or, at best, clarify the banks confusing messages about how it's contradicting itself and complicating things. I recently made an Ebay.co.uk purchase and FNB flagged the transaction as suspicious - all quite understandable. I'm asked by messaging to say Yes it's me or No and I'm told to try again after a few minutes, which I do. Nice. But now I have 2 transactions marked as suspicious and I'm being asked repeatedly to confirm if it's me and I have the dilemma of not knowing if saying Yes again is saying Yes to a second transaction for the same thing so I ignore, communicate with the seller and resolve to phone the bank in the morning. I'm reassured to see the one attempt marked as pending but later it disappears from the list of transactions in my banking app. What a nightmare it was trying to phone and speak to an actual appropriate person to clear it up! - having some stupid machine insist I give it a wrong answer to it's questions as to what I want to do - Repeatedly shunted from one department to another, going in circles. - Getting cut off - repeatedly having to enter my ID number and authenticate as if I'm talking to a different bank every time I'm shunted onto a different track in the yard - finally getting to speak to a sensible human and being told to enter my ID and authenticate yet again, except this time the system fails to send the okay notice to my app. The agent turns out to be really nice and patient and handles my growing anger very well but is essentially no help because she can't actually DO anything. She can't clear the payment. Fortunately the seller was prepared to wait another day and my new scanner is now being shipped. Another communication issue: I transferred the necessary funds to my credit card from my current account just before the purchase. I checked to see if it was available and it was there, in my "available" balance so I went ahead. Now I'm told by the call center that FNB had to wait for the funds to clear between my current account and my credit card account. What is the point of marking it available if it must still clear?!! And why must I wait 1-2 days for the transfer of money that's been in my current account for a week to "clear" in the credit card account right beside it?! This has been my and my wife's experience of FNB over the past 5 years or so: nice people but an awful, intransigent, inflexible, downright inhuman works the moment you have a problem. It's trip to the abattoir.
106 replies
33 months ago
FNB stops emailing statements - "for your convenience"
Dear FNB The decision to discontinue emailing my statements to me is a major inconvenience. And to spin it, as you did in your notice, as "for your convenience" is an insult to my intelligence. It's like removing the timer from my toaster "for your convenience" - like now I can pop it any time I like?! What will happen now is I will have to remember to do it every month - yet ANOTHER small admin task - and I WILL forget, the toast WILL burn and I WILL find myself scrambling for missing statements at some expense at some inconvenient time. What's next? Are you going to stop adding transactions to my statement? Must I do that manually too? For my convenience? What's the point of having a computer that can do these simple things for us?! What's more is I'll have to try and teach my 85-year-old mother-in-law how to do this! You have no idea what a challenge that will be. I complained about this when it was first mentioned a year ago and I know it will never be something I will find acceptable.
60 replies
49 months ago
Very slow, poor communication, would avoid in future.
A friend ordered a phone and received it promptly but after 5 weeks of waiting we got worried and tried to contact them. That was a fail on all fronts. We got no response via the web site chat or mail or phone number on the web site. Our emails bounced. Eventually I got a private number from a technically-sussed person on MyBroadband and got hold of the owner. We then did eventually receive the phone but not before being strung along for another ten days.
0 replies
54 months ago
FNB rude telephone ettiquette.
Dear FNB Here I am waiting on the phone to you listening to your elevator music again after being rudely batted off by a call center agent for the second time. This time, judging by the message, I am being put back through to where I started. Each time I do not receive the courtesy of being told that I need to be put through to another department. All I get is a "Please hold" and then I am left hanging on and having to explain from scratch to a new person why I am calling. It is extremely rude and vexing! How is that at all acceptable?! As the very least one should be told "Sorry, I need to put you through to another department for that query." I have now, while typing this complaint spoken to 3 people and have had the last one repeatedly interrupt me and then hang up on me. Perhaps he couldn't handle my complaining about how I was being treated. I complained to him because I didn't want him to do the same to me. My wife and I have both had this problem with the FNB call center before. I think it needs to be mentioned. Batting a client from pillar to post like they're dumb lost parcel is not acceptable!
53 replies
58 months ago
Who knows how to transfer a SIM to the owner's account?
My wife and I have been messed around a bit much in an effort to have her SIM transferred from my account from which her contract is paid to her account. First I tried to have this done, telephonically then I tried in the branch, then they said she had to go in to a branch and have it done, then she was told all sorts stuff like she needed a new sim or had to go to a police station, etc. I drove in to try and sort it out with both of us there but they had just closed and wouldn't let me in and there I was trying to talk to my wife through the closed door. Please can someone from FNB Connect who actually knows the ins and outs of this contact me so we can sort this out without any further you-know-what.
53 replies
61 months ago
FNB continues with long random SMS numbers
Dear FNB I'm writing for the 4th or 5th time in about as many years to complain about your use of long random SMS number to communicate with your clients, this time over the delivery of my new debit card, with each communication coming from a different number. Why is it so hard to see the security hazard in this?! A long random number means I can't be sure it comes from FNB and it means you can be ****fed. It is also a typical way for spammers to hide their caller ID and prevent being blocked. The fact that I must explain this to my bank does not make for peace of mind about your ability to deal with security generally.
53 replies
65 months ago
Reasonable request ignored, R110 fine for R100 RD'd.
Dear FNB I phoned up on the 14th, hat in hand, to ask you to honour a small debit order which was meant to go off the next day. I didn't have enough funds to cover it and I was waiting for some PayPal withdrawals, two of which arrived today. The debit order was only for R100 and your credit division could easily have checked for the pending withdrawals of nearly R6000, yet you bounced the R100 and fined me R110 for it. I realise I can't presume on you to accede to my request to honour a debit order but really, this one leaves a bad taste in my mouth since my request was perfectly reasonable and the punishment in no way fits the crime.
112 replies
70 months ago
FNB discontinuing emailed statements for no reason, calling it convenient
I just want want to say that if FNB discontinues emailing me my statements in both PDF and CSV format then I will always find it an irritation and an inconvenience whenever I have to remember or find I have forgotten to download, it in both formats, I will always, forever after, feel resentment for this rollback in the service I pay you for. Already, I am angered by the way FNB communicated this decision, providing no reasons and making out as if it was for my convenience. as if I'm so gullible as to be so easily spin-doctored!
158 replies
Review Distribution
5 Star
5 (16.666666666666668%)
4 Star
2 (6.666666666666667%)
3 Star
4 (13.333333333333334%)
2 Star
16 (53.333333333333336%)
1 Star
3 (10%)