Category ranking
- 11 282 1808
- [email protected]
Firstrand Bank Ltd - Virtual credit card payment issue on budget facility
No resolution
Viresh Karshan filed the complaint
22 October 2024
I am writing to formally lodge a complaint regarding a frustrating and time-consuming issue I have encountered with my FNB virtual credit card and the budget facility option. This experience has caused me significant inconvenience and frustration, and I believe it highlights a serious flaw in the system that needs to be urgently addressed.
Description of the Issue:
Recently, I attempted to make several payments using my virtual credit card on the budget facility, only to have these transactions declined without any clear reason. Upon reaching out to your secure chat team (as per the below screenshots), I was initially informed that FNB was aware of the issue and was actively investigating it. I was advised that I would be updated once the matter was resolved.
After a few days and further attempts to communicate with the FNB team to get clarity, I was eventually informed that the actual issue lies in the fact that users are not permitted to make "Budget Facility" transactions using a virtual credit card. Instead, I was advised to make the transactions on "Straight" and, once the merchant has settled the payment, manually move the amount to the budget facility.
Points of Concern:
Misleading Communication from Secure Chat Team: I was initially led to believe that this was a temporary issue that FNB was resolving, when in fact, it appears to be a limitation of the system. This miscommunication caused significant delays and confusion, as I could have adjusted my payment methods accordingly if I had been informed earlier.
Lack of Proper Validation and Communication: Neither the FNB system nor the merchants’ systems provided clear validation messages or warnings about this restriction on virtual credit cards. Had there been appropriate validation messages or warnings, I would have understood the limitation upfront, preventing this entire ordeal.
Description of the Issue:
Recently, I attempted to make several payments using my virtual credit card on the budget facility, only to have these transactions declined without any clear reason. Upon reaching out to your secure chat team (as per the below screenshots), I was initially informed that FNB was aware of the issue and was actively investigating it. I was advised that I would be updated once the matter was resolved.
After a few days and further attempts to communicate with the FNB team to get clarity, I was eventually informed that the actual issue lies in the fact that users are not permitted to make "Budget Facility" transactions using a virtual credit card. Instead, I was advised to make the transactions on "Straight" and, once the merchant has settled the payment, manually move the amount to the budget facility.
Points of Concern:
Misleading Communication from Secure Chat Team: I was initially led to believe that this was a temporary issue that FNB was resolving, when in fact, it appears to be a limitation of the system. This miscommunication caused significant delays and confusion, as I could have adjusted my payment methods accordingly if I had been informed earlier.
Lack of Proper Validation and Communication: Neither the FNB system nor the merchants’ systems provided clear validation messages or warnings about this restriction on virtual credit cards. Had there been appropriate validation messages or warnings, I would have understood the limitation upfront, preventing this entire ordeal.
This complaint has a private attachment.
Incident date: 22 October 2024
19 November 2024
As a FNB customer. I am still unable to make purchases on my VIRTUAL Credit Card BUDGET FACILITY.
Comments
Similar complaints
To leave your comment you must sign in.