Extremely Dissatisfied with FNB Homeloans in Addressing Queries re a Bond Account

I am very disappointed with FNB Homeloans for a number of reasons...

1. In 2013, I was approved for a bond with FNB Housing Finance. I specifically app**** for a flexi/access type bond as I wanted at some point to make additional payments, but with the idea to have access to those finds as/when I needed. This was never done and when I queried it back then, no explanation give as to why it wasn't granted. I was just told I'd have t reapply to change it.

2. At the beginning of 2017, I then submitted an application for the flexi/access bond, for which I then had to open an FNB bank account as apparently to qualify, it was a prerequisite for my salary to be deposited into an FNB account. So went thru the whole schelp, emailed off the application once the account was opened etc... only to discover that when wanting to access the additional funds I put into the account, that the application mysteriously never got uploaded, so I wasn't able to access the funds. I just then left things as it was bcoz I was already gatvol at that stage... I just figured that atleast the funds were safe (or so I thought).

3. In 2021, I again called the callcentre and the agent I spoke to re to access to the funds, I was told there was just over R21k in the account. I requested a statement as it wasn't reflecting on my banking app, only to be told that I couldn't see the extra funds, as I didn't have a flexi/access bond.

When I tried explaining that I did submit the application, I was told that I'd have to reapply as it was the only way to gain access to the finds. I ended up not pursuing it further as conveniently one gets put on hold and either gets left on hold, or gets hung up on, or gets put back into the queue and then has to go thru the whole freaking process of re-explaining to a new person... so one just keeps going round in circles.

At some point during all this time, my bond was migrated from FNB Housing to FNB Home Loans (apparently I was sent comms in this regard). Then to top it all, I was told that they can't (for whatever bizarre reason) send me a statement due to the nature of the bond (which I think is just another BS excuse).

4. At the end of 2021, I again contacted the bank to make an arrangement to use the additional funds to offset the bond as figured this would ease things financially... This time to be told that there was just over R12k available... the agent couldn't explain where the balance of the money had disappeared to and was supposed to put in a request to have the account reconciled... to date I have not received further comms. On the point of using the funds to offset bond payments, I was told that it will happen automatically if the debit order "bounces", however when I checked the bond statement in Feb, it only showed the bond as unpaid, there was no reflection of any payment being redirected from the additional funds.

So I once again went into the bank to call the callcentre as it takes ages to get anywhere with the callcentre when on the telephone (which cost me an absolute ridiculous amount in cellphone charges)... This time I was told that I should have app**** to have the funds transferred to my savings account so the debit orders would still go off, as the additional funds in the bond account doesn't automatically offset against the bond.

When asking how much extra was in the account, I was told just over R19k... so when I explained what I'd previously been told, and asked for a breakdown, I was just put on hold and the call was eventually cut... so had to call back and explain the whole flippen story to another agent.... which by now I was beyond irate, the agent this time sent thru a request for the recon and for clarity on the funds submitted as he agreed nothing was making sense. I spoke to a consultant at the bank who felt the same as the last callcentre agent, she kindly gave me another email address to send my query to.

I requested a breakdown (statement) of all finds paid to date as well as what was still available in the bond account as none of the above has ever made any sense. I received a response "Existing Business" with a generic explanation which was almost as much garbage as what fed to me before.

I am sooooooo over the *********** way that my queries have NOT been handled... and that to date there has been no proper clarification of or statement sent that satisfactorily explains *** has happened to and with my bond account and my money.