1 reviews | Active since Sept 2020
Appalling Service: Home Loan Department
We have reached out via Secure Chat on the FNB App to Nusrat Ali on 23 January 2023. I asked for her to please fix the interest rate on our home loan. She then sent a request through to the Home Loans Department. She stated that it would take 24-48 hrs for me to receive an email.
48hrs later I did not receive an email. I then contacted Mary via the Secure Chat and she also sent a request and told me the same thing on 26 January 2023.
Up till now from Monday, we still have not received any response, so we called FNB and managed to get a hold of Kuploano Moiloa on 27 January 2023 at 12:54pm. She has told us that Nusrat Alli had sent the request on 23 January 2023 and a quote was sent back to her on 25 January 2023.
We did not receive the quote as Nusrat went on sick leave on 24 January 2023. Kuploano further stated that the quote should have been sent directly to me as the team should have been aware that she was on sick leave when the quote was sent to her.
We are now being told that we are unable to fix the interest rate due to an upgrade on the system. We will only be able to fix it after the 31st of January 2023.
This is unacceptable and the service from FnB is appalling as I should have received the quote and the onus is on FNB. If Nusrat Ali was unwell, then the Home Loan department could have at least contacted us to inform us of our enquiry. There is no point in being a leading bank in innovation when the service given to customers is poor!
However, I am told the following "We have asked the manager of the pricing department if it is possible to generate the quote that was initially sent to the consultant and send it to you. We are awaiting their feedback and we will contact you to advise.
May you please bear in mind that the fixed rate quotes will be higher than the interest rate currently charged on your homeloan account".
I cannot accept being charged a higher rate as we did contact FnB prior to the interest rates increasing. So why then should we incur a higher fixed interest rate when in the first place we called on Monday prior to the interest rate increasing so that we could FIX THE RATE WE ARE CURRENTLY PAYING.
This is frustrating because we are trying our utmost to be patient but we are being treated unfairly despite being loyal customers.
However, I am told the following "We have asked the manager of the pricing department if it is possible to generate the quote that was initially sent to the consultant and send it to you. We are awaiting their feedback and we will contact you to advise.
May you please bear in mind that the fixed rate quotes will be higher than the interest rate currently charged on your homeloan account".
I cannot accept being charged a higher rate as we did contact FnB prior to the interest rates increasing. So why then should we incur a higher fixed interest rate when in the first place we called on Monday prior to the interest rate increasing so that we could FIX THE RATE WE ARE CURRENTLY PAYING.
This is frustrating because we are trying our utmost to be patient but we are being treated unfairly despite being loyal customers.