1 reviews | Active since Oct 2020
Annoyed, frustrated and disappointed
Complete Annoyance Customer Care Service a joke, speaking to them on phone even worse, they have attitude and refuse to listen. From 27 October when applying for loan which was approved twice online before system glitches attended at bank on Sunday 2 November after realising that I was getting nowhere with them telephonically only to find out that there was an error with app. Amanda at branch was intact very pleasant, actually helped me in full. I explained to her the loan application as well which she couldn't see on system or mentioned rather incompleteness. Following thereupon app**** in branch, Debi Check accepted, left and told verifications would be done. I followed up in week to be told via chat as well as by phone that still under verification. I asked timeline, was met with a very condescending agents tone one afternoon telling me that FNB are still within times for verification. Following thereupon, actually on 3rd my latest payslip was requested and was submitted. To my amazement two days later still pending verification, despite also that everything was left with FNB at branch. I then followed up again to be told that my three months bank statement was required. I then attach and send. All this can be checked from chats as well as calls since seeing they are under supervision and fais or something of such. The condescending lady repeatedly informed me of such. Thereafter, a day later I call in asking exactly what has transpired and to be amazement informed that declined as I bank with Tymebank. Now I'm confused because through that process in chat a further letter was requested which was submitted from my employer confirming my salary switch with salaries effectively for 25/11/2025 to FNB. I then asked Olga what Tymebank has to do with this matter as the Debi Check is via FNB account, contract of which I have and also as noted on app. To my amazement I was met by it doesn't matter as my quote has expired anyway so I would need to just reapply again. I then asked her to make sense or put me through to a manager. Firstly how is it my fault the quote expired. Also looking at my OTC there are three checks done with FNB. So the two with system glitch then the third in-store. I then tried the number given which baffled me because you see Olga couldn't put me through to management or complaints so the calls were either cut or I was then put through to a system which kept on cutting off on transferring. So I return to chat asking for clarification, that agent politely just transfers me to the personal loans queue. At this point I'm so annoyed I ask for complaint's but nope, was given a care email address whom I've emailed. No acknowledgement or response today I get back onto app and try to communicate with agent who wanted to put me back to Loans Queue. I explain my annoyance and complaints telephone number was given. I then inform Danshvaree I think that I really need to chat with some, express my annoyance asked if Hellopter best way to get a response. So I'm here now. Can someone respond to me please. So, loan approved three times. Final time all docs signed. Letter confirming my salary switch forwarded to them, bank statement as well. Then met with ' Well the quote has expired anyway... I'm very confused whose fault is that. Do you not have a proper workflow system. Also the fact that you speaking with an agent, line cut your side, you call back start conversation all over again despite the long speech given that calls are under supervision and like. When asking why the agent didn't call back informed that inbound centre. There was agent once who actually confirmed that the verifications were taking too long, she was going to escalate but she got cutt off, called back in and another agent. So now, can you please inform your agents that going in another time is going to affect my credit score even further firstly,band the response on FNB not working with Tymebank...she said other things on Tymebank you can listen in on that call as well. Can I please possibly now get a response since I have now come onto this platform or is this a general thing with you. Sadly enough bi actually banked with you previously and your standards were much higher sorry to day. On a lady note, do people apply for loans be side they don't need it or is it a general thing that you just have no urgency in that department.
Here’s a breakdown of my experience:
Initial Approval & Branch Visit: After receiving online approval for my loan application twice, I contacted the call center and was informed that my application was incomplete. After experiencing system issues on the app, I visited the branch, completed the application process, signed the contract, and finalized the DebiCheck. I was told that verification would begin the next working day.
Ongoing Delays & Lack of Communication: Since that time, I have experienced continuous delays, with zero proactive communication from FNB. I was unexpectedly asked for an updated payslip, which I had already submitted. At this point, I began to suspect that something was wrong. I even went above and beyond by submitting an employer letter from HR to help expedite the process, even though this was not requested.
Conflicting Information: Contrary to what I was told by Lauren today, I never received any SMS asking for bank statements. In fact, I was the one who initiated contact on the 7th via the app chat, only to be told at that point to submit my bank statements. I submitted the required documents promptly, but again, there was no update or follow-up from FNB, forcing me to chase for progress.
Lack of Accountability: At every stage of this process, I’ve been the one pushing for updates and taking steps to provide the requested information. FNB has not demonstrated any initiative in keeping me informed about the status of my application.
Confusing Final Call: The final call today left me even more confused. I was told that my loan was declined because I "bank with TymeBank" — despite having completed the DebiCheck at the branch. The conversation then took an even stranger turn, with me being told that the quote had expired and I would need to reapply. I was then advised to wait until my salary is deposited into an FNB account, after which FNB would request two months of bank statements for income verification. This makes no sense, especially considering that I’ve already submitted my TymeBank statements. Do yes, I lost my mind again. Wow, so I ask am I not in my right to loose my mind further. So let's just start process again once your salary in our account and well ask you for the same Tymebank statements to see if you will qualify then. What is wrong with you people. Simply wow.
Here’s a breakdown of my experience:
Initial Approval & Branch Visit: After receiving online approval for my loan application twice, I contacted the call center and was informed that my application was incomplete. After experiencing system issues on the app, I visited the branch, completed the application process, signed the contract, and finalized the DebiCheck. I was told that verification would begin the next working day.
Ongoing Delays & Lack of Communication: Since that time, I have experienced continuous delays, with zero proactive communication from FNB. I was unexpectedly asked for an updated payslip, which I had already submitted. At this point, I began to suspect that something was wrong. I even went above and beyond by submitting an employer letter from HR to help expedite the process, even though this was not requested.
Conflicting Information: Contrary to what I was told by Lauren today, I never received any SMS asking for bank statements. In fact, I was the one who initiated contact on the 7th via the app chat, only to be told at that point to submit my bank statements. I submitted the required documents promptly, but again, there was no update or follow-up from FNB, forcing me to chase for progress.
Lack of Accountability: At every stage of this process, I’ve been the one pushing for updates and taking steps to provide the requested information. FNB has not demonstrated any initiative in keeping me informed about the status of my application.
Confusing Final Call: The final call today left me even more confused. I was told that my loan was declined because I "bank with TymeBank" — despite having completed the DebiCheck at the branch. The conversation then took an even stranger turn, with me being told that the quote had expired and I would need to reapply. I was then advised to wait until my salary is deposited into an FNB account, after which FNB would request two months of bank statements for income verification. This makes no sense, especially considering that I’ve already submitted my TymeBank statements. Do yes, I lost my mind again. Wow, so I ask am I not in my right to loose my mind further. So let's just start process again once your salary in our account and well ask you for the same Tymebank statements to see if you will qualify then. What is wrong with you people. Simply wow.