Failure to Update Credit Profile and Provide Paid-Up Lett

I am lodging this formal complaint regarding the ongoing failure by FNB to update my credit bureau profile and provide the necessary paid-up letters for loans that have long been settled. Despite repeated attempts to resolve this matter, I continue to face unnecessary financial and personal inconvenience due to FNB’s lack of action and communication.

On 9 December 2024, I submitted a review highlighting that my credit bureau profile had not been updated after I had fully settled my temporary loans. FNB responded and assured me that the matter would be corrected. However, after sending a follow-up email on 17 December 2024, no action was taken. To date, the May 2024 temporary loan of R1,702 is still incorrectly reflected as outstanding on my credit profile.

This negligence directly impacted me when I app**** for a housing loan with Standard Bank in September 2025. My application was declined because the FNB temporary loan was still showing as unpaid. This has caused significant financial and emotional distress.

In addition, FNB continued to deduct payments for a six-month loan that was already paid up. I took this loan in December 2024, with the final installment due in June 2025. However, deductions continued between July and September 2025. On 25 September 2025, I queried this matter with FNB and was informed that it would be resolved within five days. On 30 September 2025, I received a response from Oratile Mosadi, who only addressed the six-month loan. She explained that the deductions were to cover a “shortfall,” yet at no point was I informed of such a shortfall. Instead, FNB unilaterally deducted small amounts (R110, R71, R73) from my account without my consent.

In her email, Ms. Oratile Mosadi further stated that the shortfall would now be written off and that I would receive a paid-up letter once the closure process was completed, with a turnaround time of 10 days. However, this only addressed one of my queries. I specifically requested a paid-up letter for the May 2024 temporary loan of R1,702, which remains unresolved. As of 3 October 2025, I have not received any paid-up letters or further communication from FNB.

This ongoing lack of accountability, disregard for client circumstances, and failure to provide timely resolutions demonstrate a serious breakdown in customer service. The inconvenience caused has not only damaged my financial standing but also undermined my trust in FNB.

I therefore demand the following:

Immediate issuance of all paid-up letters for the May 2024 temporary loan (R1,702) and the December 2024 six-month loan. Immediate correction and updating of my credit bureau profile to reflect the true status of these loans. A written explanation as to why unauthorized deductions were made from my account without prior notification or consent.