Extremely Poor Communication and Service – Home Loan Application

I am extremely disappointed and frustrated with the service I have received from FNB regarding my home loan enquiry.

I initially contacted the Home Loans Application Department with a detailed email, clearly explaining my situation and asking for specific clarification, as I am actively looking to purchase a property. I also completed a pre-approval on the FNB app, which showed that I qualify for an amount well above the purchase price of the house, which was encouraging.

On 18 January, I received an email from a sales consultant, Zanele Sibiya. Unfortunately, this email simply repeated the pre-approved amount I had already seen on the app and did not address any of the questions I had raised.

I rep**** by copying and pasting the same detailed email, hoping to finally get clear answers. Today is now 22 January, and I have received no further communication from her despite the urgency of my situation.

I want to be very clear: I do not like complaining and I generally avoid it. However, at this point, it feels like complaining is the only way to get any form of assistance.

In the meantime, I have contacted FNB multiple times via the in-app messaging system. Each time, I am told that: • The matter is “outside their expertise” • It has been assigned to the same sales consultant • The consultant will contact me

She has not contacted me.

I have a reference number, I have followed all the correct processes, and I have clearly communicated that time is critical, as other buyers are viewing the same property. Despite this, I am being sent in circles, told to phone a number repeatedly, and getting no real help.

Due to the complete lack of response and follow-up, I have now requested a different sales consultant. I genuinely do not feel that I will be assisted efficiently by the current consultant, and I would much rather be helped by someone else who is responsive and proactive. At this stage, continuing with the same consultant would only add more frustration, which I want to avoid.

I am not asking for special treatment — only basic communication, accountability, and timely answers.

I am requesting the following: 1. Immediate contact from a different, competent home loans consultant 2. Clear written responses to my original query 3. Escalation of this matter to a team leader or manager, as the current handling has been unacceptable

This experience has been stressful, inefficient, and deeply disappointing, and it is not the level of service I expect from a bank of FNB’s reputation.