bad service

I am extremely disappointed with the treatment I have received as an First National Bank (FNB) customer of over five years. I have a home loan with FNB and maintained good payments until my employment status changed to contract-based, resulting in a significant reduction in my income. Although I have continued paying, I fell into arrears of approximately R28,000 as I could no longer afford the full instalment plus arrears.

I requested a special payment arrangement of around R500 towards the arrears, as the proposed R1,000+ arrangement was unaffordable and caused me to fall short repeatedly. My request was declined. The consultant handling my account, Andiswa Randy Hemeni, has been unhelpful and dismissive. After I missed her email (which gave me three days to respond), my arrangement was cancelled and the account was handed over to a third party for legal action.

The third party advised me to request a bond term extension, which I did immediately, but this was also rejected on the basis that it only applies to clients who are not in arrears. When I asked what alternatives were available, I was told to refer to an unclear email. I also found it inappropriate and disrespectful to be advised to rent out or sell my property over R28,000 in arrears, especially after five years of commitment to my bond.

I believe I have been treated unfairly and undermined, and I would like to formally lodge a complaint regarding the conduct and handling of my account by the consultant mentioned above.