APPALLING SERVICE

I app**** for an FNB student loan on behalf of my niece last month already.

I spoke to Darren Damons on Friday about how much of a run around I have been given after I received no clear information from your consultants. This is after making numerous attempts to get hold of one of your consultants about the one document required.

No response has been provided still. This is after the branch sent the document I had previously submitted numerously AND sent an email to the consultant. No response was provided from Jabulani Dlamlenze to date about the document or the numerous SMSs I received to which I needed clarification on. The only thing I needed was clarification! No response or at least some acknowledgement was provided even after the branch sent the document themselves while cc’ing me in the mail.

I did express this to Darren and the urgency of the matter on Friday to which he had responded that feedback would be provided in about 30mins.

Well…I waited…and waited and nothing. Still nothing from him or FNB. I actually expected more from Darren than anyone else – which makes this entire process even much worse!

Then instead this past Saturday, I was contacted by one of your consultants in the morning about submitting a document from the SAFPS which was done along with the proof registration. This is also after I had given the same document to FNB last year after they had blocked my savings. I was assured that there would be no need to resubmit it in future but then I get a call advising otherwise.

I called the contact centre over 8 times for feedback and clarification from the time I app**** last month. I was sent to the branch twice by the contact centre and one of those times sent back to call the contact centre by the branch. (which is something that I have noticed that it’s a trend there). I am tired of the run around. Had I knew that applying for a student loan with my own bank would’ve been this complicated and a time waster, I would’ve opted for another institution.

To date there is still no feedback from literally anyone from FNB including Darren– which is extremely disappointing. Not once has anyone assisted or at least tried to make the process seamless and easy, but instead I am met with incompetence, lack of urgency, communication, being ignored and dismissed. In actual fact, it is utter disgusting.