Bathroom Leak Claim Turned Nightmare – FNB & Contractors Failed Us

I logged a claim with FNB in early December 2025 for a leak coming through the walls of our bathroom. Ms. Kgomotosa Gasa was appointed as our consultant. - First Inspection Attempt: She sent out a company to do an inspection. Two men arrived, and before I could even get the keys to open for them, one of them urinated against our fence. This behaviour was unacceptable, and I immediately declined them entry. I insisted that an alternative company be appointed. - Second Inspection & Approval: Another company was sent and completed the inspection. Days later, they randomly stopped at our house to inform us that the claim had been approved and arranged a time and date for leak detection and repairs. We found this odd, as FNB had not contacted us directly. We also reminded them that smoking is strictly prohibited on our property due to my wife’s health condition. They acknowledged this and scheduled the appointment. - Incident with Arno’s Plumbing: On the day of the scheduled work, Arno’s Plumbing arrived. The foreman, Stephan Pienaar, smoked an e-cigarette in our front yard secretly, despite our clear instructions. When they left to fetch more tools, they reeked of strong smoke. Our house rules were broken and disregarded, and Stephan admitted to smoking. His attitude was extremely poor, and he even threatened to leave everything unfinished. It became clear that they had zero respect for clients or someone with a serious health condition, so we removed them from our property. - Consultant Conduct: Ms. Gasa was informed of these incidents but seemed annoyed and frustrated instead of supportive. I asked why FNB was appointing poorly rated companies, and she even tried to force us to proceed with Digicall, which is a known bogus company. When we refused, she became angered and forceful, pushing us into a corner as if we had no choice. She never kept us in the loop, failed to call when she said she would, and did not supply the information she promised. - FNB Complaints Department: We reported Ms. Gasa’s unprofessional conduct. The complaints department reached out and apologized for the incidents, but they never appointed a new consultant. Ms. Gasa remained secretly involved, which explains why we have had zero updates up until today, 27 January 2026. - Current Status: In the meantime, we have been dealing with Erica Williams Construction, who has been fair in their service since taking over. However, the work is still not complete. Summary: This entire process—simply to repair a small bathroom—has been drawn out, disrespectful, and handled with zero accountability. From contractors urinating on our property, to smoking against medical instructions, to a consultant who pressured us into using disreputable companies, FNB has failed to protect its clients. I will update this post once the work is finally completed