Complaint Regarding Poor Service Experience with FNB Home Loan Department

I am writing to express my deep disappointment and frustration with the service provided by the FNB home loan department. On the first week of January, I contacted the FNB home loan department to inquire about a payment holiday. I was advised to apply through the FNB app, which I promptly did. However, I received subsequent feedback stating that my supporting documents were not submitted.

After contacting the department again, I was informed that the necessary documents would be emailed to me for completion and submission, which I diligently adhered to. This week, I followed up on my application by calling the department and spoke with a representative handling my case. To my dismay, the representative requested proof of receipt for necessary purchases to validate my difficult financial situation.

I attempted to explain that my banking transactions with FNB would serve as evidence for all the required purchases. In addition, I highlighted that some of the purchases were made with cash, for which I did not retain receipts as no prior notification was given regarding their necessity. Regrettably, the conversation ended abruptly as the representative hung up on me, and there was no further attempt to contact me thereafter.

This experience has been incredibly disheartening, especially during a time when I sought financial relief, which I have never previously required. As a result of this distressing encounter, I cannot in good conscience recommend FNB home loan to anyone.

I trust that FNB will take the necessary steps to address these issues and improve their customer service standards.