Absolutely Disgraceful Service – Loan Settlement Delay

Dear FNB,

Your service is beyond pathetic. I have never encountered such utter incompetence from a so-called leading bank. I settled my loan in full on 8 February 2024 at 6 AM, yet here I am, still dealing with your useless and completely *********** staff who can’t seem to allocate a simple payment.

I contacted FNB immediately after making the payment, only to be told to wait until 8 AM for the loans department to open. Then, when I finally got through, some clueless agent had the audacity to tell me that I needed to pay an additional R440.33, even though I had already paid the correct amount. He insisted it was necessary and promised the funds would be allocated and the loan closed urgently on Monday. That was yet another pathetic lie.

Since then, I have been forced to waste my time repeatedly following up via your useless call centre and chat service, where each agent gives a different story. Some claim it takes 3-5 days, others say 5-7 days, none of you seem to have a clue what you’re doing. After I made it urgent on the 10th, Alex then told me it would take 5-7 working days. How can FNB agents be so wildly inconsistent all in one day?

Your chat agents are especially ***********, failing to read previous messages and regurgitating the same scripted nonsense. If your staff actually did their jobs properly, this would have been resolved on Saturday, and I wouldn’t have to deal with this nonsense.

I refuse to pay another cent because if FNB had sorted out my query on the day I called, my loan would have been closed already. Your inefficiency has caused unnecessary frustration, and I will not be held responsible for your failure to allocate the funds on time. This is 100% FNB’s fault, and I demand this issue be resolved immediately. If not, I will escalate this matter, file a formal complaint with the Ombudsman, and expose your incompetence all over social media.

Clean up your house and train your agents properly so they can actually assist customers!

Fix this mess now. I expect immediate feedback and a resolution—no more pathetic excuses.