Appalling service from FNB Private Client team

I am an FNB Private Client customer and I app**** for a home loan at the beginning of August 2019 and I explicitly indicated that I am buying the property for business purposes (Preschool) when I initiated the process and they processed my loan application and the property is about to be transferred in my name. On Wednesday 06 November I called FNB for a letter of consent to use the property as a preschool (My banker was on leave and I asked them to refer to the call recordings as they always claim that they recording all calls) I spent money on the phone while being taken from pillar to post regarding my query. only on the 11 November they respond and tell me that they will not grant me consent to use the property as a business, if this information was shared with me at the beginning of the process, I would have never bought the property. As we speak I have gone through the municipal process of applying for consent to use the property as a business , the municipality and neighbours will support the business. the only thing left is FNB giving me the letter of consent.

If I was told that you will not support this when the process started, I would have never bought the property. I have invested so much in preparation for the school, already bought furniture and all the things. Hired people to help setting up the school, paid for the marketing campaign. In preparation for the school to open in January.

On 12 November I decided to come to their offices, I am not well, I could not sleep due to their response, I took time from work and feeling sick to come to their office I have been waiting from 08:30 it is now 12:00 still waiting for a resolution.

I spoke to my banker (Percy Lolwane) and his manager and the person responsible for the loan application (Peter Russon) and I still don't have the letter.

I sent the email to FNB care with my complaint and no response yet, all I got is acknowledgement of my call and the reference number and that's it.

This is unacceptable in all levels