FNB proof of payment glitch

FNB says it experienced a technical issue in which it could not deliver proof of payment details to clients, but the administration fees were still deducted.

Earlier this week (14 January 2012) several readers contacted BusinessTech with complaints that FNB had failed to send through proof of payment receipts to specified email addresses, yet still deducted money from their accounts.

After putting in queries, FNB admitted that it had experienced a system glitch.

“After an investigation, we determined that we did experience a technical issue which affected the delivery of proof of payments, for a small number of customers,” FNB told BusinessTech.

“Whilst the proof of payments had in fact been generated by our system it failed on delivery to the relevant e-mail addresses.”

FNB charges a fee of 68 cents to send proof of payment receipts to email addresses. While the charge seems relatively small, in cases where a large number need to be sent, the costs add up.

FNB said that the glitch only hit a small number of people, and that affected customers will be refunded.

“Clients affected by the system error may contact our call centre and log a query for them to investigate (Call Centre 087 575 0000). If it is determined that the non-delivery was in fact due to the system glitch, the client will be refunded in full.”

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FNB proof of payment glitch