Disgusting and negligent service from FNB home loans and no feedback from managers to escalations

Hello

I don’t easily go onto social media to complain about the service I am receiving, but the service from FNB home loans has been beyond unhelpful and has ultimately resulted in my renovations being delayed by 5 months and me wanting to leave FNB after 18 years of being their client. The only banked that I have banked with since I was a teenager.

I have attached the communications up until this point. In summary the home loans consultant, Hugo, who was assigned to me made product decisions on my behalf, without consulting me which ultimately delayed this whole process. He also sent me documents with incorrect details and when I refused to sign them he told me it’s just an address it’s not an issue. I do not understand how a home loans consultant can advise anyone that it is ok to sign a legal document knowing it has the wrong details.

I sent an escalation to Desiree Naidoo, Hugo’s manager, and she hasn’t even bother to acknowledge the receipt of my complaint, let alone respond, This kind of service is shocking, and someone at a managerial level should be more accountable than this.

I also logged a complaint on the FNB website, I received a phone call on the same day with the promise that my issue would be resolved. I have not heard since. At this point I have no idea how far my home loan application is, my renovations have been delayed by 5 months purely due to FNB staff’s negligence and management simply ignores complaints.

My personal banker has tried to appease the situation, but unfortunately this is beyond him being able to help at this point. I have never been this disgusted with FNB’s lack of service and complete disregard for a client’s need.

Even though this has apparently been referred to private clients for feedback, there has been dead silence for two days. It has got to a point where I have contacted Standard bank to move my accounts as FNb's service is beyond a joke now. Their slogan shouldn't be how can we help you, but rather how can we ignore you.