Bad customer service and no assistance for almost two months with refund

I have now been struggling since 31 Jan 2024 for FNB to refund me.

I had a personal loan and settled it last year but after making my monthly payment I asked twice for a updated settlement letter to no avail. I paid the amount outstanding on the letter I had before the 30days was over.

I went to a branch and was told that they only sell the loans and if there is any problems afterwards it is not there problem and I need to phone the loans department as it not part of the service they provide and doesn't get paid to provide after loan sales assistance Not even offering to phone Loans department from the branch. Needless to say I was shocked by the service and they way it was said to me while having a smirk on her face and laughing about it, as I expected better customer service.

Phoned in as told by the branch .The consultant wasn't friendly and clearly wasn't in the mood to assist me and was told to send all document. After 7 working days passed as told by the consultant before I can follow up, I email again to find out if he has any feedback only to be told in a rude manner that he can not assist and he did send through the documents and that it is now up to the department dealing with it to decide if they will be refunding me and that I have to phone back every time I want to enquire. Again received bad customer service.

On the 13th I phoned in again only to hear that the previous consultant never did a thing as there was nothing on the system regarding my enquiry. The consultant told me to send through all the document and so I did. After a day or two passed he informed me that he was able to find someone that was willing to assist with the refund. This consultant was friendly and really tried to assist me.

I phone back more than a week later to follow-up only to find out yes my request was sent through but that was it. They could not confirm if someone is actually working on my enquiry and only to be told they will send it to there department manager to escalate it to the correct person.

How many times must I phone in to get my money back and no one has even phoned me back or made contact via email. Every time you need to start from the beginning to explain what the situation is.

Honestly don't know if I will ever do business with them.

Extremely disappointed in the customer service.