FNB Contactless Card Delivery – Not So


Today I had my new FNB bank card delivered. It is during the Covid-19 pandemic, and South Africa is still in lockdown. Most establishments have found ways to improve their processes during these totally unforeseen circumstances – and, although they are all learning as they go, most are making an effort.

So prior to my delivery today I received an email and call from FNB mentioning that it will be a completely contactless delivery. Now, I don’t know about you, but to me contactless implies NO CONTACT. No passing of pen, no having to sign anything. But apparently it means something different to FNB.

The driver arrived and asked that I hand over my ID book so he could scan it (as per their usual way). I refused stating I was told that it would be completely contactless and that I would hold my ID book while he scans it. This was not possible, as he had to slot it into some scanning table so he could scan it. Then in addition I also had to sign the delivery paper. Again, I refused, but he said this is not possible. I mentioned that again I was informed that I’d be able to confirm all of this via the FNB app – he had no clue what I was talking about. So sadly, I had to comply with these methods – which I was incredibly uncomfortable with.

How could they have done this better?

Mobile for one. And any of these methods they could use in future – so there would be no waste ito money spent here. Because face it. This pandemic is going nowhere anytime soon. We’ll need these new ways of interaction for at least the next year IMO.

  1. Their App – They could have built this into their app. Example: Click on Card Delivery icon, complete your name and details, scan or upload an image of your ID, digitally sign for the card, scan a code from the courier company to acknowledge receipt and take delivery of your card. NO CONTACT whatsoever as you handle everything on your own mobile device. If they don’t have the resources to build this functionality into their app, the second method would’ve been just as easy to roll-out and cheaper too.
  2. QR code – Every driver get’s a QR code printed onto a sheet. Encoded in this QR code is a link to a landing page – that automatically has the courier company ID embedded. Once person scans this code (maybe even through the app), it takes you to this landing page where you have to complete your details and digitally sign for delivery of your card. Again, zero contact as it all takes place on your own mobile device.

Now either of these methods would’ve worked for me – but I had to contaminate myself by handing over my ID book, having said book slotted into that scanning table (with however many 100s he does in a day), then taking a piece of paper from the driver, and his pen to sign receipt. #archaic


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