FNB Debt Review Centre Call Centre Shocking Customer Service

I was shocked by the poor and unacceptable service I have received concerning my Personal Loan account under Debt Review.

For several months, I have been receiving messages via the FNB App advising that my personal loan is in arrears and that I should make arrangements. On previous occasions, when I contacted FNB via Secure Chat, not one agent informed me that I needed to pay arrears or make arrangements. When I specifically queried why FNB kept sending me these arrears messages, I was told they were “system generated” and that I should ignore them, as the agents could see payments coming in. Not once was I advised of the actual reason why I needed to make a separate arrangement on my account or that my Debt Counsellor was supposedly short-paying. I could clearly see the DC was making payments into the account. In terms of the chat history unfortunately, I am unable to retrieve those chat histories now, that shows the conversation.

Today, I received an SMS stating: “I broke a promise to pay my FNB Personal Loan. Stop the cancellation of your Debt Review and avoid debt collection handover and possible legal action by speaking to an agent NOW.” I responded immediately and was called back.

During this call, the agent ( I cant remember her name) advised that my DC had been short-paying. According to her, the agreed repayment was R828.33, but the DC is paying R853.83. I highlighted that this is actually more than the required amount, yet I was told the issue is due to “not paying in line with cascade repayment.” This is highly confusing, as I previously consented to my DC increasing my repayment by 10% annually (which they did in August 2025), and they confirmed to me that all accounts were in order.

When I requested the agent to send me details in writing so I could query the matter with my DC, she refused, stating that she could only give me a generic email address for Debt Review queries. I explained that without specifics from FNB, I would not know exactly what to ask my DC. Despite this, she still refused to assist further.

I then asked to escalate the matter to a team leader. The agent told me that no team leader was available as it was “after 16:00 and everyone had knocked off.” I find this statement completely unprofessional and unacceptable from a banking institution. After further insisting on assistance, I was eventually placed on hold, only to be transferred to a voicemail message saying I had reached FNB outside of operating hours.

Your agent also told me that my DC is responsible for handling my account, yet FNB sends me messages accusing me of breaking a promise to pay, when the debit order has in fact been collected every month and I can see the payments reflected on my accounts.

This entire interaction has left me deeply frustrated and disappointed:

I was previously given incorrect or misleading guidance on Secure Chat.

No agent ever advised me the reason for arrears or to pay arrears or make arrangements.

The agent today refused to provide me with the written information I need to query with my DC.

The refusal to escalate my call because “staff had knocked off” shows a lack of accountability and professionalism.

I was left without support or a way forward, despite my proactive attempts to resolve the issue.

I acknowledge that I am under Debt Review, but this does not excuse the dismissive, inconsistent, and unhelpful service I have received from FNB. I expect FNB, as a leading banking institution, to handle customer queries, especially sensitive ones related to Debt Review, care, professionalism, and urgency.

While I will make a plan to settle the arrears of approximately R500, I expect full clarity on how this arose in the first place, given that my DC has consistently made payments. I need to be able to make my DC aware of the issue with correct and accurate information.

I am extremely disappointed in how FNB assists its customers, even those under debt review. Just because a third party is handling payments does not mean poor service should be given to your customers. I would not have gone under debt review for no reason. It would have been a different matter if I had not paid you at all and simply ignored paying your loan.