1 reviews | Active since Aug 2016
Customer Care Non Service delivery
I am submitting this formal complaint regarding the handling of my recent request for a Home Loan statement, which I believe was dealt with in a manner contrary to my rights as a consumer under South African law.
On the 15th September 2025 at 08:45, I contacted the FNB Homeloans call centre to request that my Home Loan statement be emailed to me. I explicitly stated that I do not have the FNB app, nor am I a current FNB banking customer, but I do still hold a home loan with FNB.
Despite my explanation, I was informed that the only way to obtain my statement is via the FNB app. This is incorrect and places an unreasonable barrier between myself and information I am legally entitled to access. When I asserted that it is my right to request a copy of my statement in a reasonable and accessible manner, I asked for the matter to be escalated to a manager.
After completing the verification process, I was placed on hold, only to be told that the managers were “in a meeting” and that if I believed I had a legal right to my statement, I should email the complaints department to express my legal right.
I must emphasize that Section 26 of the National Credit Act, 34 of 2005, as well as Sections 50–54 of the Consumer Protection Act, 68 of 2008, entitle me to receive documentation relating to my credit agreement, including statements, in a clear and accessible format upon request. Requiring me to download and use a proprietary mobile application is neither reasonable nor accessible — particularly when FNB’s own website indicates that statements can be delivered via email.
“Statement Details may also be available on request, through electronic banking terminals or other means of electronic or telephonic banking of you have registered for such facilities with us. “
I was originally registered to receive quarterly email updates of my statement. I haven’t received these in more than a year. I recently sent the home loans department an email to update my contact details in order to receive the statements. I do not see the need for me to download an app to see a singular documents once or twice a year.
I simply request for my statement to be emailed to me. That's all I require.
“Statement Details may also be available on request, through electronic banking terminals or other means of electronic or telephonic banking of you have registered for such facilities with us. “
I was originally registered to receive quarterly email updates of my statement. I haven’t received these in more than a year. I recently sent the home loans department an email to update my contact details in order to receive the statements. I do not see the need for me to download an app to see a singular documents once or twice a year.
I simply request for my statement to be emailed to me. That's all I require.