Concern Regarding Re-Advance Application and Lack of Support

I am writing to express my disappointment and seek clarification regarding my recent experience with a Re-Advance application on my FNB Home Loan.

I was assisted by Randall Adams in submitting the required documentation for the application. Subsequently, I was informed that the application was flagged due to a debit order that did not go through on my personal account within the past 12 months. Upon receiving this feedback, I promptly provided proof that the account in question had been canceled and was fully settled, thereby demonstrating that the debit order should not impact the application.

Despite this, I was later informed that my application was declined due to the debit order issue, and I was advised to reapply in three months' time. This decision seems inconsistent given the circumstances and the evidence provided.

What is most concerning is that both Randall Adams and my personal banker, Thandeka Gama, have since been unresponsive to my attempts to seek further clarification. As a private client, I find this lack of communication and resolution unacceptable.

I kindly request a review of my case and a detailed explanation of the decision-making process behind the decline of my application. Additionally, I would appreciate it if someone could address the unresponsiveness from your team, as it undermines the high standard of service expected from FNB. I look forward to your prompt response to resolve this matter.