APPALLING SERVICE FROM WASILA OMAR FNB HOME LOANS

I have been banking with FNB now for over 5 years and found it to be so user friendly and efficient until i started exploring their service offering for homeloans and other related services.

I app**** for a homeloan and immediately go pre-approved. When it came to the actual approve and provision of a quotation I am being sent from pillar to post with an ineffecient consultant.

After I was granted pre-approval on the app i was called by a home loan consultant by the name of Wasila Omar, and she advised I used the app as it was quicker and i would also get a discount on the bond registration. The trail of events is as follows: 17 Sept 2018 - After receiving my OTP from seller i immediately submitted my application on FNB app 18 Sept 2018 - I sent all the required supporting documents to ********** as prompted by the app 19 Sept 2018 - as a result of not having received any acknowledgement or feedback i called the home loans contact centre which informed me that my application status indicates that all the documents i have sent were outstanding which i immediately forwarded to WASILA OMAR that same day 20 Sept 2018 - upon not receiving confirmation that all was in order i followed up on the number that Wasila Omar had provided as a contact number ********** (which never went through). I then called the contact centre and I was told that the system still reflected that the same documents were still outstanding. I asked them to leave a message for Wasila Omar. After that I sent the outstanding documents. After that it was back and forth on additional document requests which I had to call the contact centre each time as I was not getting proper and timeous feedback from the home loan consultant Wasila. This carried on until the 28th Sept, a date I had communicated as critical as I was scheduled to move on the 30th of September. It wasn't until i called my private banker whom indicated that they do not deal with homeloans but spoke to this Wasila on my behalf. I eventually received the AIP at 16:45 pm that friday - 15 minutes before the estate agents office closed. The valuator came on the 1st of October to value the property. Today is 7 days later and i still have not received the quotation. The OTP expires in 2 days and i still have no final approved bond to show. After having evaluated my interaction with Wasila Omar I have reached the reasonable conclusion that she is ***********, does not take pride in the role she plays in this process - as critical as it is. Her turn-around time for requests from credit is disgracingly slow and a credit assessment process that should have taken atleast 5 to 7 days has taken 21 days. Despite my requests to her and her manager (Nicole Smith) whom I they improve their servicing - it has remained the same.

I was advised to approach other banks on the 3rd October to my surprise i have responses from them and final approvals already yet i am still struggling to obtain a simple quotation from FNB yet you have access to my whole financial profile as both my personal and banking business is sitting with you.

As a loyal customer of FNB this service is not only appalling but rather disgraceful.