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franciscus K

1 reviews | Active since Apr 2021

22 Apr 2026, 08:30

FORMAL COMPLAINT – MISLEADING APPLICATION PROCESS, SERVICE CONDUCT & REQUEST FOR CANCELLATION (F.J.D. KOEMANS –

Dear Complaints Department,

I am writing to formally lodge a complaint against FinChoice regarding the handling of my recent loan application, as well as the overall service experience.

From the outset, I acted in full transparency and good faith. I clearly disclosed that my income structure is non-traditional and Euro-based, and I submitted a complete manual underwriting documentation pack as requested. This included verified foreign income (UWV Netherlands), tax confirmations, and a full 12-month banking trail, along with all supporting identity and credit documentation.

Despite this, I was allowed to proceed through the full application process. Over several days, I engaged in multiple email communications and phone calls, during which I was repeatedly advised to “wait for the SMS” and that my application was under review. At no stage during this process was I informed that my Euro-based income would not be accepted.

Only after all documents had been submitted, reviewed, and a hard credit enquiry had already been conducted, was I finally informed that such income is not considered. This effectively means the entire process was unnecessary from the beginning.

I raise the following serious concerns:

I was not informed upfront of a critical eligibility limitation, despite clearly disclosing my income structure.

I was subjected to a prolonged and ultimately futile process.

A hard enquiry was placed on my credit profile unnecessarily, which may negatively impact my credit standing.

The level of service received telephonically was, at times, unprofessional and dismissive, which is unacceptable.

All communication and calls should be on record, and I request that these be reviewed as part of your internal investigation.

I hereby formally request the following:

Immediate cancellation of my loan application.

Removal of any debit order mandate associated with my application/profile.

Written confirmation that no further processing or activity will take place on this application.

A clear explanation regarding the credit enquiry conducted, including whether any steps can be taken to mitigate or reverse its impact.

Formal feedback on the service conduct experienced, including any corrective actions.

Please note that I require all further correspondence to be conducted via email only.

Should this matter not be resolved promptly and satisfactorily, I will proceed with further escalation, including lodging complaints on public platforms such as HelloPeter and with the relevant regulatory and ombudsman bodies.

I expect a formal response within a reasonable timeframe.

Sincerely, Mr Franciscus Johannes Dave Koemans ID: *** 182 Mobile: *** Email: ***

0
Replies (9)
Finchoice
Finchoice's reply22 Apr 2026, 08:55
Official
Dear Mr. Franciscus Johannes Dave Koemans, We are genuinely sorry to hear about the unpleasant experience you've had with your loan application and the dissatisfaction you've faced. We understand your concerns, and we certainly did not intend to cause any distress or confusion. We are taking your feedback very seriously and we would like to ensure that we thoroughly investigate every aspect of your complaint. Please allow us some time to review this matter. We will be reaching out via email with updates as we move forward in this process. Warm regards, The FinChoice Team
fK
franciscus K's update22 Apr 2026, 09:20
Reviewer Update
Subject: Final Clarification Provided – Request for Decision

I refer to my ongoing loan application with FinChoice.

I would like to confirm that my complete document pack has already been submitted multiple times to your documents department, including a full cover letter and all supporting evidence.

To avoid any further confusion, I provide the following final clarification:

  • My net monthly income is €3,267, derived from a Dutch government (UWV) occupational disability benefit
  • This income is paid monthly around the 23rd into my ABN AMRO account
  • Funds are subsequently withdrawn and deposited into my Capitec account, reflected as multiple deposits due to ATM limits
  • These deposits are consistent and match my monthly income pattern
All supporting documentation verifying this structure has already been provided in full. At this stage, I request:
  1. A specific and detailed explanation of any outstanding requirement (if applicable), OR
  2. A final decision on my application without further repeated requests for documentation already submitted
Continued generic requests for documents that are already on file are causing unnecessary delays. I have acted in full transparency and cooperation throughout this process and now expect a clear and final outcome from FinChoice. Kind regards,
Franciscus J.D. Koemans
fK
franciscus K's update22 Apr 2026, 14:30
Reviewer Update
Title: FinChoice Approved Me, Application Still In Progress – Then Closed My Ticket With No Feedback

I am extremely frustrated with the service from FinChoice.

I app**** for a loan (R8,000 – R10,000) and submitted all required supporting documentation. During the process, I was informed that I was approved for R4,500, and my application was still in progress.

However, I have not received any decline SMS, email, or final outcome.

Instead, I suddenly received an email from their customer support department stating that my ticket (***) has been closed — with absolutely no explanation or feedback.

To make matters worse, immediately after closing my query, I was asked to rate the service I received.

At this stage, I have no clarity whatsoever:

  • My application was still in progress
  • No decline was communicated
  • No final outcome was provided
  • Yet my ticket was closed
This is completely unacceptable and shows a serious lack of communication and process control. I urgently request:
  • Confirmation of my actual application status
  • Clarification on whether the R4,500 approval still stands
  • A full explanation as to why my ticket was closed without any feedback
If this is not resolved urgently, I will escalate this matter further. This experience has been highly frustrating and unprofessional
fK
franciscus K's update22 Apr 2026, 16:07
Reviewer Update
FinChoice – Approved, “In Progress”, Then Silence & Ticket Closed Without Feedback

I am extremely frustrated with the handling of my loan application by FinChoice.

I app**** for a loan (R8,000 – R10,000) and submitted a complete document pack multiple times, including a detailed cover letter and full supporting evidence of my income.

During the process, I was informed that I was approved for R4,500 and that my application was still in progress. However, since then:

  • I have received no decline SMS or email
  • No final decision has been communicated
  • My application status remains unclear
Instead, I received an email stating that my support ticket was closed — without any explanation or outcome. Immediately after closing the ticket, I was asked to rate the service, which is completely inappropriate given that no resolution was provided. To make matters worse, I was later told my documents are “not valid” because I do not have a South African bank statement reflecting a pension. This ignores the fact that:
  • My income is a verified, permanent Dutch government (UWV) benefit
  • All official documentation has been provided
  • My South African bank account reflects consistent monthly deposits
I have been fully transparent and cooperative throughout, yet I am being met with generic responses and no clear decision. At this stage, this raises serious concerns about FinChoice’s internal process, communication, and fairness in assessing applicants with legitimate foreign income. I now formally request:
  • Confirmation of my actual application status
  • Clarification whether the R4,500 approval still stands
  • A final decision on my application
  • An explanation as to why my ticket was closed without feedback
If this is not resolved urgently, I will escalate the matter further through the appropriate regulatory channels. This experience has been highly unprofessional and unacceptable. Franciscus J.D. Koemans
fK
franciscus K's update22 Apr 2026, 20:10
Reviewer Update
I also want that all the approved mandates are removed , as I now log in I see now application.
fK
franciscus K's update04 May 2026, 09:30
Reviewer Update
PUBLIC COMPLAINT (HELLOPETER)

Company: FinChoice
Complaint Type: Debit Order Mandate / Loan Application Handling / Account Dispute


I am formally lodging a complaint regarding active debit order mandates linked to my Capitec bank account which remain in place despite my credit application being declined.

On or about 20 April 2026, I submitted a 6-month Flexi Loan application for R4,500 with FinChoice. During the application process, I was informed telephonically that existing debit order mandates would be used for processing and/or assessment purposes.

The application was subsequently declined on the basis of foreign income classification.

Despite this, I have confirmed that multiple FinChoice debit order mandates remain active and approved on my Capitec account, with no written cancellation confirmation or updated mandate consent following the application outcome.


Active mandates currently showing:

  • FINCHOICE *** – R149.00
  • FINCHOICE *** – R1,261.74
  • FINCHOICE *** – R1,662.90

My concerns:

  • Mandates remain active despite loan application being declined
  • No confirmation of cancellation or reversal has been provided
  • No clear explanation of mandate creation or retention after application termination
  • Lack of transparency regarding debit order authority and processing status
  • No formal written resolution received despite escalation attempts

What I require:

  • Immediate cancellation of all FinChoice debit order mandates linked to my ID and banking profile
  • Written confirmation that no further deductions will be processed
  • Clear explanation of how and why mandates remain active after application decline
  • Confirmation that my profile has been corrected to prevent recurrence

This matter has not been resolved through standard support channels. If it is not addressed promptly, I will escalate the complaint to the National Financial Ombud Scheme (NFO) and relevant banking dispute channels.

I expect a professional written response and resolution.



fK
franciscus K's update05 May 2026, 16:26
Reviewer Update
Subject: Formal Escalation – No acknowledgement of complaint submitted (Urgent NCR-related matter)

Dear HelloPeter Complaints Team,

I am formally escalating my complaint as I have not received any acknowledgement, reference number, or confirmation of receipt after submitting it via your platform and complaint email address.

This lack of acknowledgement prevents proper tracking and resolution of the matter and raises concerns regarding complaint handling standards expected within the NCR-regulated credit environment.

To date:

  • No complaint reference number has been issued
  • No acknowledgement of receipt has been received
  • No communication timeline has been provided
I hereby request immediate action on the following:
  1. Written acknowledgement of my complaint
  2. Formal case/reference number
  3. Confirmation that the complaint has been logged and assigned
  4. Expected timeframe for investigation and response
Please treat this matter as urgent and ensure it is escalated to the appropriate complaints resolution team without further delay. If no response is received within a reasonable timeframe, I will escalate this matter to the National Credit Regulator (NCR) and other applicable dispute resolution channels. Kind regards,
Franciscus Johannes Koemans
ID: -**-
fK
franciscus K's update10 May 2026, 05:49
Reviewer Update
Dear Hellopeter Complaints & Management Team,I am writing to formally escalate my dissatisfaction regarding the total lack of communication following my previous submission. As of today, I have received no acknowledgement, no reference number, and no confirmation of receipt.This failure to respond is not merely a service issue; it is a breach of the transparency and accountability standards required in an NCR-regulated environment. By failing to log this dispute, you are effectively obstructing my right to a resolution.I hereby demand the following within 24 hours:
  1. Immediate Written Acknowledgement of my complaint.
  2. A Formal Case Reference Number for tracking purposes.
  3. The Contact Details of the specific officer assigned to this investigation.
  4. A Clear Timeline for the final resolution of the underlying NCR matter.
Please be advised that if I do not receive a formal response with a reference number by the close of business tomorrow, I will proceed with a formal complaint against Hellopeter to the National Credit Regulator (NCR)and the Credit Ombud. I will include this correspondence as evidence of your failure to engage in the prescribed dispute resolution process.I trust this will be treated with the urgency it requires.Kind regards,Franciscus Johannes Koemans
Finchoice
Finchoice's reply27 May 2026, 11:18
Official
Good day Franciscus,
Please note that your complaint has been resolved and closed. If you have any further questions or concerns, feel free to contact us at *** .
The FinChoice Team