Awful Service!

I called Fnb Home Loans towards the end of September 2021 to inquire regarding a payment holiday. I was informed by their servicing department that I have prepaid funds as I had been paying in excess of My monthly repayment over time, I was then advised to opt to utilise these prepaid funds as an alternative method of payment to the proposed payment holiday.

Their servicing department then transferred Me to their collections department and it was agreed that the prepaid funds would be utilised over a specified period.

The issues arose here! From October 2021 the monthly bond repayment was deducted from the prepaid funds but My bank account (also with Fnb) was still being debited, this would reflect as a failed payment and for October, November and December the bank has been charging Me R180 without fail.

I went to an Fnb branch to refute this and they referred Me to Fnb Home Loans. When you call Fnb Home Loans there will be a constant to and fro between the servicing department and the collections department, without anyone taking accountability. One of their Consultants/Agents Morne will transfer a call mid conversation without providing sufficient info or a solution, I have tried to resolve this issue for three months on end but no one has the knowledge to assist.

Don't even bother utilising their chat function on the Fnb App, a complete waste of time regardless of how patient you may be.

***Initiating quotes for a Home Loan Switch with two alternative banks.