Building Load Payout - poor service and 7 day plus delay due to FNB!!!!!!!!!!!!!

<p>Root cause issue:</p> <p>8 Dec requested a progress draw;</p> <p>13 Dec valuation agent performed valuation for draw - and because she had no proper knowledge of the tender and specification, indicated 100% complete (after both my husband and builder ON SITE indicated that this is not the case, specific items on the tender and specification were NOT installed at all).</p> <p> </p> <p>After not correspondance from FNB - I contacted them from my cell phone around 9am on 15 Dec. I was informed that FNB is forcing a Final Payment (since they deem the property as 100% complete - incorrect) and will only pay out if I provide the final draw form all certificates and proof of HOC.</p> <p> </p> <p>Note - the valuation agent indicated the above in a note on the system on 14 Dec already, requesting the building loans department to contact the client. THEY DID NOT - I contacted them on 15 Dec. If a client requests a progress draw but valuation agent indicates 100% - THE FIRST THING TO DO IS CONTACT THE CLIENT and escalate the matter to ensure delays are avoided.</p> <p> </p> <p>I argued the matter at around 9am with the call centre agent - and asked referral to building loans manager. I phoned at around 10h30 again, after no correspondance, to follow up. Nonthing changed. </p> <p>I phoned at around 12h30 again, after no correspondance, to follow up. Nonthing changed. At last I was allowed to speak to Neo Mathebula, building loans manager. </p> <p>Only then he got up from his desk to physically talk to the valuation department, regarding the incorrect valuation. He responded by close of business that basically the valuation dept will not give way - we are forced to falsely accept that 'all works are complete as per tender and specifications'. He sent me the list of documents and forms to submit.</p> <p>I requested the name of the valuation agent from Neo - which he did not provide. Her poor work ethic and pathetic performance has caused this whole issue in the first place.</p> <p> </p> <p>Subsequent issues, as a result of root issue:</p> <p>I submitted these documents - against my will - on Monday 19 Dec (16 Dec was public holiday) - today is 23 December. No payout has been received - even after I confirmed with FNB that all documents sumbitted for final draw, were correct and complete.</p> <p> </p> <p>NOTE - builder expected payment by 15 Dec to pay his workers and resolve accounts. Which would have been the case, had the valuation agent done her job and given a rats ass about what the tender and specifications for our project actually says. However, the builder has had to pay workers in part out of own pocket and still has oustanding accounts.</p> <p> </p> <p>Summery issues of communication between the 19th and 23rd (5 working days):</p> <p>No phone calls or emails received, as promised per phone conversations, from FNB.</p> <p>I have spent R200 on cell phone bills to contact FNB every time, between 8 Dec and 23 Dec.</p> <p>FNB do not generate references for calls - the only reference is the agent name and date/time!!!!</p> <p>Issue with our account, for which escalation was requested on several occasions, remains unresolved after 6 working days (14 Dec to 23 Dec - taking into consideration initial progress draw was submiited on 8 Dec).</p> <p> </p> <p>FNB (Neo Mathebula) responded on 19th that final draw forms were received - and indicated that FNB would contact me to let me know if all of the documents are correct. NO FEEDBACK RECEIVED.</p> <p> </p> <p>I waited then I phoned FNB to query the status (Wednesday 21 Dec around 3pm). The call center agent confirmed all documents in place and matter referred for pay out.</p> <p> </p> <p>After no calls to confirm pay out - I phoned FNB again on Thursday 22 Dec around 11am. This time the call center agent indicated payment was rejected since the valuation department has NEVER actually uploaded the valuation report to our case - 6 DAYS AFTER THE VALUATION WAS COMPLETE! Therefore, this cost us another 24hours in the process.</p> <p> </p> <p>In frustration to get someone to lift their buts from their chairs and do their jobs - I started contacting Neo Mathebula on his direct line again (on 22 and 23 Dec). I have left 3 voice mails on Neo's direct number ( ********** 206) - requesting him to please contact me on my cell phone to provide a reason for the delay and provide a timeline. NO RESPONSE RECEIVED - not even an email.</p> <p> </p> <p>I also asked that call center agents put my call throught to him. He refused and I was only allowed to talk to call centre agents. CALL CENTRE AGENTS are new on every call and do not carry knowlegde of any case of any client holistically. Therefore they can only provide ****py service!!!!!!!!!!!!!!!!</p> <p> </p> <p>Note - it is now Thrusday / Friday before a long weekend. I am not receiving any resolution from the useless call center agents. And their 'promises' to assist and get team managers to assist, is empty.</p> <p> </p> <p>Last communication from my cell phone - 23 Dec. I talked to call center agent Sibuyile at 9:13. BY this time the valuation department finally did their job and uploaded the report. Now the matter is still not submitted for payment. I indicated to her that I need confirmation within the hour from her call centre manager or the building loans manager (Neo) to submit this for payment and to have a clear indication when we will be contacted to confirm payment - and when actual payment will be made.</p> <p> </p> <p>An hour and a half later, still no communication from the team managers. Despite a voice mail on Neo's directl line at 9h15am on 23rd.</p> <p> </p>