Disturbing service from FNB

<p>I own a house through FNB for 10 years now, bank with FNB, so does my wife in her personal capacity and business. On the 2nd of Feb 2017 we app**** for a re-advance on our bond as we bought a piece of land in a security estate and self funded the build which is part of the reason we app**** for the re-advance so we could install the 1st floor and roof of the new home.</p> <p>Apparently the process is 2 weeks to conclude, which we started on the 2nd of Feb, by the middle of Feb my consultant stopped answering my follow up emails which resulted in me spending alot of time and airtime calling the call centre to get updates, surprised the 1st call centre agent said you have been approved in principle was this not sent i said now and she subsequently sent that too me saying by monday the 27th i shold have a deal offer and when accepted i wil sign the deal and it will go to pay out, i called on Tuesday as i still hadnt received the offer and was told yes its approved the deal will come through, later that afternoon called again only to be told oh yes it was approved but sent back to credit asking for additional information which i then sent on wedneday the 1st , by this time i managed to get things escalated to senior managment only to be told they will contact me back and will escalate further, suprise come thursday still no payout and multiple calls only to be told there hasnt been a final grant on the approval which then was given by the time friday the 3rd the deal offer eventually came through with additional documents to fill out, my wife and i managed to get all the paperwork filled out and send within an hour and was promised if i can get the paperwork through payout would still happen today. Well, you can imagine the run around i have been given since the first consultant ended up sick in ICU and no manager thought to share the work load with others i was a sitting duck sending emails to someone who wasnt even at work and i feel bad for the lady being sick but it does not take away from the fact that everyone sat and did nothing to help her clients in her absense. </p> <p>i was promised payment today and was sent an email pretty much saying it was given to the payout manager for urgent payout and at 4:30 it was still going to happen, clearly this consultant had left soon after as when i called the call centre at 5 today they said ah we see it was sent for urgent payment at 2:30 but payouts close at 15:00 today so you will have to wait till monday after all that promising my roof and slab supplier for 2 weeks into this application they will get paid, FNB left me with my pants down ! after all these years, i had to experience nothing but poor communication and service from a string of your staff including managment and a request for documents after the fact and then more documents and guess what if i never phoned in everyday i would have never known there was even a request for documentation.</p> <p> </p> <p>FNB thanks for the treatment of ****ty service like this after all these years it seems the loyalty is one directional what a fool i have been to think just because i am a private client i would get special service. guess i am the fool afterall</p> <p> </p> <p>Disapointed !!!!!</p>