Disgusting service from FNB home loan consultant Daphney Leboa

Hi there ,I find it disgusting for FNB to hire *********** employees and when you raise your frustrations you are given the silent treatment even when you raise your issues with the CEO which should be assumed as the highest level. I recently encountered the poor services of a home loan consultant named Daphney Leboa for a simple withdrawal of additional funds transaction against my existing bond that is supposed to take place within seven days but has stretched to 22 days and counting .she is ill-informed and petty with her high ranking English accent but no valuable content in assisting distressed clients. below is the trail of mail relating to the query and hopefully I get some form of assistance as I needed the funds for an emergency.

Regards M Zulu From: Mike Zulu Sent: Wednesday, September 23, 2020 1:29 PM To: *** Cc: *** Subject: FW: *** and ref 226882- [External Email] Apologies Sir (mail was incomplete)

Good day Sir, I trust this mail finds you well,

I write this mail with complete disgust at the level of incompetence displayed by your employees, I app**** for for a withdrawal of funds 18 days ago, for a process that is meant to take 7 days I still am not finding joy. Firstly I was told a lady by name of Daphney Leboa whom I was told was an assigned consultant and she would be liaising with me throughout the process and by the trail of mail below I was the one always seeking update. After numerous attempts she responded and from the tone of her mail she sounded annoyed and therefore showed no interest in assisting me to get the desired outcome which was for me to get the requested funds. She then later responded that my application was held up because I was under debt review (refer to trail mail below) and once that has been cleared my application would be finalised.I then posed a question to her after observing she was clueless in her answer which was what does my credit status have to do with the withdrawal application from my bond she responded a day after I'm assuming she was researching the answer and claimed that it had everything to do with the application (which was a lie) she continued with her dishonesty and invented another lie that according to the National Credit Act I would not be allowed to withdraw the funds. I then highlighted to her that that this was the third time I had requested to withdraw the funds while under Debt review and twice I had been successful this year, first being in January 2020 and June 2020. She then changed her tune and claimed that she had escalated the matter to FNB Care department. I am now convinced that she clearly does not know your reputable company's processes and would therefore urge you Sir to look into her conduct and review all cases she has handled in the last six months to check if she had followed procedure on all the applications she has handled and I bet there would be a few discrepancies in the applications she has been handling. I would have understood if she had given me a reason that I may have reached my yearly limit of withdrawal however that is now out of the question since I would now view at as an excuse since she has proven to be ***********, dishonest, ********* and a ****.

The next phase of my complain stems from the relevant department's which this matter was escalated to, I have yet to receive any status stemming from the escalations, not a single person has consulted me telephonically to give me an update except for mail correspondence that tells me of further escalations for this query, I do not know whether I should present evidence,re-apply or whether the application has been successful or declined.

I brought this urgent matter to your attention seeking your intervention as my last resort as I do not know what else to do as a desperate man put in a corner in dire need of these funds ,yes i admit it is correctly highlighted I am under debt review and unable to apply for further loan or any kind of loan but that does not mean my family has to suffer because of my credit status and *********** people though I have never missed a single payment to my bond and even able to pay more on my bond although under debt review also during the pandemic I had never requested any form of relief form FNB ,this looks like i am being punished even though there is money available for me to utilize from the excess I pay on my bond.

i trust by sending you this urgent matter to your urgent attention would result in a speedy and amocable resolution.

Sincerely yours Mike Zulu From: Mazibuko, Johanna [***]Sent: Monday, September 21, 2020 7:29 AM To: *** Cc: Mike Zulu; ***ubject: FW: *** and ref - [External Email]Good Day

Kindly see attached application for withdrawal for Funds for Prepaid from client and kindly mark urgent as per client s request below

Account Migrated

Regards

Joy

-----Original Message----- From: Mike Zulu <***> Sent: Saturday, 19 September 2020 12:20 To: Mazibuko, Johanna <***>; Leboa, Daphney <***> Cc: *** Subject: *** and ref - [External Email] Importance: High Sensitivity: Private

Good day Joy, Trust this mail finds you well, I am responding to this mail as I was cced on it and to this point I have had no positive communication from FNB. I am concerned by the way I am being treated because all i did was to apply for the withdrawal of funds and instead I am caught in drama like an actor in a soap opera, which I never intended to find myself in. already 11 days have passed and it looks like there is no conclusion to this query. I feel like I'm being purged to leave FNB to join another institution since my business seems not to be welcomed here. anyways since no one came back to me with regards to what you have requested 48 hours ago, I took liberty to send through the application form again this time directly to you, now my worry is what would be the turn around time to process this application as we have entered the11th day way pass the deadline and i have mentioned that it's meant for an emergency?

your urgent response would be highly appreciated

Regards Mike Zulu

From: Mazibuko, Johanna [***] Sent: Thursday, September 17, 2020 4:54 PM To: *** Cc: Mike Zulu Subject: M ZULU ***

Good Day Kindly see attached refund request from client Account Migrated and he has filled our Old Refund form Can you proceed with process or client must fill our new Home loan Prepaid Option form attached

Please advise urgently as per client s email below

Regards Joy Mazibuko | Client Specialist | Home Finance | Consumer Segment 87 Frikkie De Beer Street, Menlyn Place, 0181 | Tel: *** To see the full legal disclaimer pertaining to this e-mail refer to the FNB web site. This mail comes from First National Bank. For more information please visit our website or download the app. First National Bank - a division of FirstRand Bank Limited. An Authorised Financial Services and Credit Provider (NCRCP20).

From: Leboa, Daphney [***] Sent: Thursday, September 17, 2020 3:00 PM To: Mike Zulu; ***; HOC Changes; Homeloans, Existing Business Admin Cc: ***; HOC Changes; Homeloans, Existing Business Admin; ***; *** Subject: RE: Application for Pay out - [External Email]

Good day Mr Zulu

Thank you for your email below noted

I will refer this to our care department to assist

From: FNB Home Finance [***] Sent: Wednesday, September 16, 2020 12:04 PM To: Mike Zulu Subject: ***

Good day Mr. Zulu,

We acknowledge the matter you sent to us regarding your withdrawal of funds application. The matter had been referred to the manager of the department concerned for urgent assistance. Feedback will follow.

Regards Innocentia Ndlovu

Kind Regards Ms Daphney Leboa *** FNB HLSG

Sender: *** Subject: FW: Application for Pay out - [External Email]

Good day Daphney,

This is news, when did this change, I have already app**** twice this year

for the withdrawal and never was my credit status questioned or this used

to decline my withdrawal application to be declined first application was

done in January 2020 and R10 000.00 was deposited into my account while I

was under debt review check your records and the second one done in June

2020 both occasions were successful(find attached)l. Are you now trying to

insinuate that those transactions were **********ly done? I am beginning

to suspect that this you just being petty and taking this personally

because clearly you did not research your response to check the history of

the applications and the results there-of.

Your urgent response would be highly appreciated.

Regards

Mike

From: Leboa, Daphney [mailto:***] Sent: 17 September 2020 10:25 AM To: Mike Zulu Cc: *** Subject: RE: Ref *** - [External Email]

Good day Mr Zulu

Thank you for your email

I was not in the office yesterday and I had an out of office I trust that you saw it im not ignoring the email

As per the NCA you cannot apply for any credit when you are under debt counselling

Please note the attached states that you are under debt counselling and unfortunately we are unable to proceed with the request of the prepaid

Yes its funds that you have paid into the bond however when you put funds in they decrease your outstanding balance too , so when you take out funds they balance increases

Kindly advise if you would like me to call you to clarify the above

Trust you find the above in order

Kind Regards Ms Daphney Leboa *** FNB HLSG From: Leboa,

From: FNB Home Finance [***] Sent: Wednesday, September 16, 2020 12:04 PM To: Mike Zulu Subject: ***

Good day Mr. Zulu,

We acknowledge the matter you sent to us regarding your withdrawal of funds application. The matter had been referred to the manager of the department concerned for urgent assistance. Feedback will follow.

Regards Innocentia Ndlovu This email is subject to a disclaimer. Visit the FNB website and view the email disclaimer and privacy notice / policy by clicking the "About FNB + Legal" and "Legal Matters" links. If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice / policy .

From: FNB Home Finance [***] Sent: Wednesday, September 16, 2020 12:04 PM To: Mike Zulu Subject: ***

Good day Mr. Zulu,

We acknowledge the matter you sent to us regarding your withdrawal of funds application. The matter had been referred to the manager of the department concerned for urgent assistance. Feedback will follow.

Regards Innocentia Ndlovu

From: ZuluM [***] Sent: 16 September 2020 07:41 AM To: "Leboa, Daphney" <***> Subject: FW: Ref *** - [External Email] Good day Daphney, Ignoring my mail will not make the question disappear, I still want to know why is my credit status has anything to do with the application for withdrawal of funds from my bond?

From: Mike Zulu Sent: 15 September 2020 09:46 AM From: Mike Zulu Sent: Tuesday, September 15, 2020 11:56 AM To: Leboa, Daphney Subject: RE: Ref *** - [External Email]

Good day Daphney, How does my credit status have to do with a refund on my bond? My understanding it’s my money that I am withdrawing and it’s not a loan application. Your urgent response would be highly appreciated Regards Mike From: Leboa, Daphney [mailto:***] Sent: 15 September 2020 11:49 AM To: Mike Zulu Subject: RE: Ref *** - [External Email] Good day Mr Zulu Your application is still with our validations department However an ITC report was requested due to the fact that on one of our systems the application is showing that you under debt counselling The relevant department has requested for clarity once we get clarity I will advise as soon as possible I have escalated as well Thank you Kind Regards Ms Daphney Leboa *** FNB HLSG

From: Leboa, Daphney [***] Sent: Tuesday, September 15, 2020 11:48 AM To: Mike Zulu Subject: RE: Ref *** - [External Email]

Good day Mr Zulu Your application is still with our validations department However an ITC report was requested due to the fact that on one of our systems the application is showing that you under debt counselling The relevant department has requested for clarity once we get clarity I will advise as soon as possible I have escalated as well Thank you Kind Regards Ms Daphney Leboa *** FNB HLSG

From: Mike Zulu Sent: 15 September 2020 09:46 AM To: *** Subject: RE: Ref *** Good day Daphney, Trust this mail finds you well, I am enquiring the status of my application, As previously mentioned the aim was for an unforeseen emergency which has come to my attention. I am unable to apply for any further loans thus I rely on this money that I have saved through my Bond. Your urgent assistance with this request would be highly appreciated Regards Mike From: Mike Zulu Sent: 11 September 2020 09:41 AM To: '***' Cc: '***'; ***; HOC Changes <***> (***); ***; Homeloans, Existing Business Admin <***> (***); *** Subject: Ref *** Good day Daphney, Trust this mail finds you well, I’m told you are the consultant appointed to attend to my application. I am concerned by the way my application is being handled. I am not receiving any communication from your side and to my understanding this application is supposed to take up to seven days yet this is my 6th day and you have not made any means to communicate with me. when will this application be finalised? Would appreciate if you may respond this mail with your utmost urgency. Regards ESign_MikeZ Image removed by sender. Disclaimer: Everything in this email and its attachments relating to the official business of the SABC is proprietary to the SABC. If the email is used other than for official business of the SABC or the views and opinions expressed in the email are not authorised by the SABC, the views and opinions expressed are those of the individual sending the email. The content of this email is confidential, legally privileged and protected by law. The person addressed in the email is the sole authorised recipient. Please notify the sender immediately if this email and its attachments have unintentionally reached you; do not read, copy, disseminate or use the content in any way and delete the email and any copies of it. Whilst all reasonable precautions are taken to ensure the accuracy and integrity of the information, and that this email and its attachments are free from any virus, the SABC accepts no liability however arising or responsibility whatsoever in this regard, and in keeping with good computing practice, the scanning of files and attachments is advised. This email is subject to a disclaimer. Visit the FNB website and view the email disclaimer and privacy notice / policy by clicking the "About FNB + Legal" and "Legal Matters" links. If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice / policy . This email is subject to a disclaimer. Visit the FNB website and view the email disclaimer and privacy notice / policy by clicking the "About FNB + Legal" and "Legal Matters" links. If you are unable to access our website, please contact us to send you a copy of the email disclaimer or privacy notice / policy . -----Original Message----- From: Mike Zulu Sent: 04 September 2020 10:45 AM To: '***' Cc: 'Homeloans, Existing Business Admin'; *** Subject: FW: Xerox Scan

Good day, I trust this mail finds you well, Find attached complete application for pay out of funds with required supporting documents.

Hope all is in order

Regards Mike Zulu

From] Sent: 03 September 2020 04:36 PM To: Mike Zulu Subject: ***

Good day,

Kindly note that as at today there is available Prepaid funds of R4554.04 available on above bond and a re-advance amount of R33903.29. Hereto find both a prepaid application form and a re-advance form. Once completed and signed the forms need to be emailed to *** for further assistance.