Absolutely poor service

Customer Name: Karen Beukes ID*** Bank: First National Bank (FNB) Subject: Complaint – Loan Application Delays and Poor Service

Complaint:

On Tuesday [insert date], we completed a loan application at an FNB branch. The consultant who assisted us confirmed that the process would take 48–72 hours to finalise.

It has now been almost a week, and we have still not received any feedback. When we followed up this morning, we discovered that the consultant incorrectly processed the application as a student loan instead of the loan product we app**** for.

Since then, we have received no proper updates or assistance. Every time we contact FNB, we are given the runaround. Staff members repeatedly promise to return our calls but never do. We submitted all the required documentation correctly and on time, yet nothing is being done to resolve this matter.

This is unacceptable and unprofessional. We trusted FNB to handle this application properly and within the promised timeframe, but instead we have been left frustrated and ignored.

We urgently request that FNB:

1. Correct and finalise our loan application without further delay.

2. Accept responsibility for the error made by their consultant.

3. Provide written confirmation and a clear outcome of the loan application.

The lack of accountability, poor communication, and ongoing delays are extremely disappointing. We expect better service from FNB.

Karen Beukes