Complaint

Good day

My MPP retrenchment claim was approved, three months ago but the debt order still went off on my cheque account, as a result i incurred unpaid fees of R110 and my credit score is affected.

Since my claim was approved every month i have to experience such poor service from FNB, Every month ive incurred unpaid fees of R110 and my credit score is ruined. I have to call the call center using my airtime because when i drive to the branch the queues are long and usually their phone is not working.

Every month i have to make a call, by now i spoke to more then 30 different agents, when i call mortgage bonds to cancel my debts order as my insurance is paying for my bond but their refer me to fnblifeclaim, every month I've been sent to pillar to post. I spend R300 on a call with FNB to sort this issue out.

On the first month, i spoke to few agents which they promised to call me back but they didn't, i have to call back again insisting to speak to a senior consultant, i waited for 30 min for Kagiso molatsi, He was so excellent sort it out and promised me that all is well.

Second month again same thing happened, i called FNB again using my airtime, insisted to speak to Kagiso but they said his not available, waited for long on a call and they advised me that a team leader will contact me Mazibuko Khanyisile.She sent emails though all went well and it will never happen again.

This month again same problem happens, i drove to the branch because i didn't have money to call, explained my situation but they referred me to contact center, i asked how can i call them as your phones are not working, they were not interested in assisting me, i went to a Hotspot area to login on FNB app the team of bankers, i chatted with Thumeka, she was so helpful and called me back and transferred my call to fnblifeclaim. I spoke to charlotte and she told there's no team leaders around. I asked to speak to Kagiso or Khanyisile and she said they not around, i asked to speak to her duty manager she said the manager is busy Cedric Tetla, i waited on the phone for 30 min with her for a senior or manager, eventually she concluded that she will contact me and she is sending my query to Teladi home loan sessions. Till today I'm still waiting for her call.

This experience with FNB has tormented me badly in times like this when we are losing our livelihood, i thought fnb will be compassionate enough to make our lives a little easier when we engage with them.I was referred by a friend to transfer my mortgage bond to fnb, which I've done it last year but i regret the decision I've made. My credit score is affected because of you guys, I'm thinking of going back to my previous bank. I had a bad experience with fnb. I have sent an email to fnb life complaint and haven't heard from them. Ref ***

Regards David Manganye