Bond Application

Item: FNB (First National Bank)
Rating: 1
Author: Devan G

I asked the bank to confirm the documents which were required to do a substitution of debtor application before agreeing to a settlement in a divorce matter. I asked whether I needed the agreement to be in a court verified or just a signed settlement. With no response, I agreed to the settlement, hoping that they they did not require it. When submitting the application, FNB came back and asked for the settlement to be stamped by the court. (something they did not answer in the first place). After submitting my documents, I did not hear from the bank. I then saw on the FNB APP that I could track my application. When I looked at it, I noticed that my application was rejected. When contacting my private banker, my banker then submitted a letter written 2 days ago, saying that the loan was rejected due to affordability. This is really ironic as my ex left our home for the last 4 years and has not contributed to the bond for this time. This means that whilst the bank deems this unaffordable, I am meeting the bond payments without missing a single one since inception of having a bond with the bank. The bank did not call me to discuss this as I believe that they may have misinterpreted my application or the figures in it. Incidentally, it is nearly impossible to get a hold of the bank. When asking questions via email, I am told that I must call in and when I call in I am told that I need to email the person who told me to call in. I have already had approval of my bond from another bank, awaiting second. It that instance, the bank did misinterpret my expenses but subsequently called me to review my expenses. It seems that FNB is getting too busy for their clients....and with EBucks continually losing its attractiveness with the loss of key partners like AVIS, MAKRO and who knows who else, my level 5 EBucks status may be not be as lucrative or beneficial as it used to be. I have told their bank that this matter is urgent as I need to transfer the house onto my name. It seems that the bank is really not concerned with me as client but treats me as just another number.

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Replies (2)

Devan G's updateReviewer Update

23 Oct 2020, 07:16

Almost 48 hours: no response from the bank. Instead I have had to make calls to the bank to move my matter forward. No apologies. No explanation. My Private banker seems to be in training more often that being available to deal with the problems that need to be resolved. Calls are generally not answered and get returned if I am lucky. In reviewing my current agreement, I have noticed that the bank may have messed up my interest rates charging me 0.5% more than they should. I emailed *** only to find that I had to then log the complaint on the FNB app. Interestingly, by lodging a complaint on HelloPeter, you become a high priority complaint customer whilst if you lodge it on the app, you raise a General Complaint.

Devan G's update23 Oct 2020, 07:16

Reviewer Update

Devan G's updateReviewer Update

23 Oct 2020, 18:01

Another day...escalation using secure chat on the fnb app + escalation form oneaccount sales + complaint raise and no feedback. It nedbank around 10 minutes to resolve the issue above as they called me and understood my problem..FNB may have lost the essence of customer service through great digital platforms at the cost of really poor real customer interaction. If no contact, impersonal banking is what you want, then fnb may be for you. If you require genuine customer support, FNB has virtually no support. I have received an offer from Nedbank already..FNB is still doing its calculations.

Devan G's update23 Oct 2020, 18:01

Reviewer Update