Compliment for one of FNB's consultant's.

I was paying off my FNB loan through a third party Ara. I settled the loan on the 25th of March 2020, a day before the Lockdown started. ARA has been closed ever since and have been struggling to get the account closed.

On 7 May, I went to the FNB branch and they put me through to the Call Centre - I spoke to a consultant at FNB, and she advised that they can only close the account after 40 working days on their side - but she would escalate the matter for me. She provided me with her mail address and confirmed she received the test mail. We agreed on me sending her the source docs, so she could escalate my query. I forwarded her the source docs and requested confirmation that she received them, no feedback what so ever.

I then called the FNB Call centre on 8 May 2020, as I did not receive any feedback from the consultant.

I spoke to Sibusiso Gamede requesting to speak to the consultant I dealt with the day before - he then heard me out and went through the comments on the system. I understood my frustrations and took upon himself to take over the query. He advised he would escalate my query for the account to urgently be closed, even provided me with a turnaround time of at least 24 hours. (Bear in mind this was a Friday)

Sibusiso Gamede delivered on his promise - topped it up with a paid up letter this morning. For that I would like to thank him. Bear in mind, he pulled it off in this Lockdown - where staff is on a 50% capacity. Sibusiso is a blessing indeed, for the company and it's clients.

Keep it up Sir.