1 reviews | Active since Aug 2010
Cancelled Bond - No Answer to emails
The complaint is to do with the Home loans department. At the start of June 2019, I logged into my FNB banking app and noticed that my Flexi Bond total was R0. Note that I have paid extra into the account and was at the end of the 20Year bond period.
I have sent an email to question where my money went to. I have received a notice and documents to complete to cancel my bond. I then rep**** also to question my options and to find out again what happened to money paid into the account)
I received automated replies or simply blank replies. Then start of this week (24/06) I logged into my banking app again, only to see that now the Bond account was completely removed from my profile.
Now I have no access to obtain statements, check my available funds (Which still has disappeared) and no way of knowing what my account number was (for reference in queries). If I now want to make a case or query the extra money that has now gone missing, I have no reference.
I have emailed FNB again, asking 3 questions now: 1) Where is my money? 2) Advise me on the cancellation process (Home insurance, keeping the account open), and 3) How can they cancel the account when I have not signed and submitted the forms that were sent to me initially? (they have cancelled without my authority to do so and ignored my requests to keeping the account open)
I have been with FNB for more than 20 years and held this Home load account for 20 years. I would expect at least someone answering my mails and confirming first if I want the account cancelled.
I have now received all statements for the account (from latest to few years back)
You have responded to the question regarding the close of account. However, in the response FNB states that it is not possible to keep the account open since it is closed. "Regrettably and as previously explained the home loan was closed and cannot be re-opened. " Had FNB however responded to my initial query (while the account was still open), to keep the account open, this would not be the case. In this instance I am not pleased, since the outcome was due to one of the main reasons of the complaint.
Then on the question Re: Home insurance : "You may keep you assisting assurance. Kindly confirm with your Insurance company." I do not know if there is insurance on my home with my current insurance. We are not talking about home content insurance here, but structural, property insurance. A statement like you may keep assisting [sic] assurance, does not carry much weight of peace of mind. I as the home owner am now at risk of major loss in the event of catastrophic damage to the property, and what will FNB do in this case? simply shrug their shoulders an say "oh well sorry, cant help you there...you do not have insurance" This also is as result of closing the account without taking steps to ensure there is insurance.
Thank you.
I have now received all statements for the account (from latest to few years back)
You have responded to the question regarding the close of account. However, in the response FNB states that it is not possible to keep the account open since it is closed. "Regrettably and as previously explained the home loan was closed and cannot be re-opened. " Had FNB however responded to my initial query (while the account was still open), to keep the account open, this would not be the case. In this instance I am not pleased, since the outcome was due to one of the main reasons of the complaint.
Then on the question Re: Home insurance : "You may keep you assisting assurance. Kindly confirm with your Insurance company." I do not know if there is insurance on my home with my current insurance. We are not talking about home content insurance here, but structural, property insurance. A statement like you may keep assisting [sic] assurance, does not carry much weight of peace of mind. I as the home owner am now at risk of major loss in the event of catastrophic damage to the property, and what will FNB do in this case? simply shrug their shoulders an say "oh well sorry, cant help you there...you do not have insurance" This also is as result of closing the account without taking steps to ensure there is insurance.
Thank you.