First National Bank Incompetence and neglect of clients

We have a bond with FNB, both my personal income and that of my spouse are with FNB. My business account is with FNB and our cars are financed by Wesbank.

My spouse is full time employed and I'm in business. My business has been affected by the current covid situation and lockdown thus affecting our household income. We app**** for a three month payment holiday with FNB on the 11th of May 2021 which we were told we do not qualify for because my husband is working even though we have a joint bond. We had to argue our case to even get the forms to start the application process which we finally started upon receipt of the forms and submitted all the required documents.

Even though we stated that both my business account and personal accounts were with FNB there was back and forth communication requesting for my bank statements which the bank has access to.

We followed up and we were told there was a backlog on applications, this was now after the lapse of the 10 day turn around we were promised feedback by. We were further informed that the payment holiday means that our repayments will go up instead of the bank adding three months to our payment period of the bond. This for me does not make sense when we have approached the bank for a payment holiday. It sounds like a setup for failure to afford the repayments going foward should the financial situation not improve after the three months.

We had to follow the bank again today 28 May 2021 as there was no feedback instead a call from a property evaluator sent by the bank to evaluate our property in order them to even consider our application. This is not a new bond application but a request for a payment holiday, as to why this process has to be this lengthy and tedious for us I do not know but I know for a fact that other FNB clients who have app**** for same have not been put through this misery. Lastly even though my business even has instant accounting with FNB meaning they have access to the financials inhouse for them to assess the business and see the loss of income we are referring to. They have now requested for an income tax assessment form ITA34 which my business has to submit to FNB for them to consider the application. I'm not sure why this is a requirement because the true reflection of the business taxable income is with FNB where the money is paid in annually. We are on day 17 now with no assistance from FNB.

This calls for a review on our side of whether we should still keep our income with FNB after enduring such neglect and incompetence on their side during our time of need.