CUSTOMER FREQUENTLY ASKED QUESTIONS

  1. What is FNB Cell Pay Point?
  2. What do I need to start using FNB Cell Pay Point?
  3. How do I create an eWallet from FNB?
  4. Does FNB Cell Pay Point need a WAP enabled Cellphone
  5. How do I check if a payment was successfully made to the merchant
  6. The merchant claims not to have received the payment from FNB Cell Pay Point - who do I contact for assistance?
  7. My goods have not been delivered - who do I contact for assistance?
  8. I want a refund - who do I contact for assistance?
  9. How much is this service going to cost me?
  10. Are there any transaction limits?
  11. Do I have to pre-load the merchant as a beneficiary on my profile?
  12. How long does it take for the merchant to receive the payment?
  13. Can I pay on sites with foreign currency?
  14. Can I cancel the payment that I have made?
  15. Is FNB Cell Pay Point safe and secure
  16. I get this following message: “Your request cannot be processed. For queries, call 0861 313 210.
  17. Where can I view all Registered Merchants that use Cell Pay Point?
  18. Can I use the same reference number when dial-string times out?
  19. Is there a way that I can see what specials are available
  20. How to complete CPP Payments from your eWallet from FNB.
  1. What is FNB Cell Pay Point?

  2. FNB Cell Pay Point is an Online Payment solution that enables:

    1. FNB Cellphone Banking customers to purchase Online.
    2. Purchase online using an FNB eWallet.

  3. What do I need to start using FNB Cell Pay Point?

  4. You will either need to be registered for Cellphone Banking from FNB, with a valid transactional bank account (e.g. Smart Account, Cheque Account or Credit cards) or you can use an eWallet from FNB.

  5. How do I get an eWallet from FNB?

  6. There are 2 ways

    1. You need to have any FNB transactional account i.e. Cheque account, Savings account or Credit card. Register for Cellphone Banking by dialling *120*321#. You need to have any FNB transactional account i.e. Cheque account, Savings account or Credit card. Register for Cellphone Banking by dialling *120*321# and following the prompts. Once registered for Cellphone Banking dial *120*321# then select 4. Send Money and follow the rest of the instructions below. You can send money to an eWallet from FNB (ie, your cellphone number).

    2. Someone else can send money to your cellphone number, then you can use the eWallet from FNB. It is available on all handsets and across all networks.

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  7. Does FNB Cell Pay Point need a WAP enabled Cellphone?

  8. No, it uses USSD which is available on all handsets and across all networks.

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  9. How do I check if a payment was successfully made to the merchant?

  10. You will receive an SMS that will confirm that your payment was successfully made. The payment will also reflect on your bank account.

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  11. The merchant claims not to have received the payment from FNB Cell Pay Point - who do I contact for assistance?

  12. In this situation, you would need to contact the FNB Cellphone Banking Helpline on 0861 313 210. In your query, you should inform the call centre agent that you paid using Cell Pay Point, and which merchant you paid.

  13. My goods have not been delivered - who do I contact for assistance?

  14. Should your account have been debited and you have still not received your goods then you will need to contact the merchant from which you purchased the goods.

  15. I want a refund - who do I contact for assistance?

  16. FNB Cellphone Banking merely facilitates the transaction, so you will need to contact the Merchant to confirm if this would be possible.

  17. How much is this service going to cost me?

  18. FNB Cellphone banking will not charge you for conducting this transaction on the FNB Cell Pay Point feature, however the cost of your purchase will still be charged by the merchant. Credit card fees and network operator fees are applicable.

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  19. Are there any transaction limits?

  20. Yes the limit applied for this feature is restricted to a maximum of R20 000 and the minimum is R 5.00.

  21. Do I have to pre-load the merchant as a beneficiary on my profile?

  22. No. This is not required for FNB Cell Pay Point.

  23. How long does it take for the merchant to receive the payment?

  24. This will take place immediately. *

    *Please note that this is dependant on the merchant having an FNB account. If the merchant does not have an FNB account, FNB will still notify them of your payment immediately.

  25. Can I pay on sites with foreign currency?

  26. No. Presently all FNB Cell Pay Point transactions will be concluded in rand values.

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  27. Can I cancel the payment that I have made?

  28. Payments cannot be reversed by FNB. For more information regarding refunds, contact the merchant directly.

  29. Is FNB Cell Pay Point safe and secure?

  30. Yes. FNB Cell Pay Point is covered by the same security features as FNB Cellphone Banking. (Use MO-PIN to validate customer, USSD is Unstructured Text – unlike sms which is structured and can be intercepted and you don’t have to enter your payment details online or on the handset.

  31. I get this following message: “Your request cannot be processed. For queries, call 0861 313 210.

  32. This means you are not yet registered for Cellphone Banking

  33. Where can I view all Registered Merchants that use Cell Pay Point?

  34. You can visit FNB web site and click on the button- list of merchants’

  35. Can I use the same reference number when dial-string times out?

  36. The number will be invalid, you will have to click on back to vendor on the time out screen and start the whole process.

  37. Is there a way that I can see what specials are available

  38. You can visit Cell Pay Point Web Site and check merchants that are running specials.

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  39. How to complete a CPP Payment from the eWallet from FNB.

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