FNB does not believe in TCF!!!

I have a complaint with regards to the charges incurred by the Bond Attorneys appointed by FNB.

Last year, a telephonic call was made to the call center and a consultant advised us that the mobile app could be used to obtain a pre-approval and that a discount will be app**** if we use an attorney appointed by FNB.

With my first home loan application (Ref ***), which was done directly via FNB - Sonya Meistre Attorneys Inc were appointed and a discount in fees was NOT provided.

However, with our second home loan application (Ref ***) - which was also done directly via FNB - Jacques V.D. Merwe Maja Inc was appointed and we were advised that a 20% discount in fees is applicable.

We are now informed that as the first application was not received via the NAV system - the discount is not applicable. WHY IS THIS MY PROBLEM???

Why is FNB not upfront on how to get this discount so that the customer is given the opportunity to qualify for this? Also, why was the discount provided on the second bond application and not for the first??

I am uncertain of your manual and online processes, however, it is concerning that the same tariffs are not applicable and that this is left up to the attorney appointed/ consultant providing the instruction to the attorney. I believe such transactions should be governed by an SLA and that FNB should abide by all the TCF principles.

Based on the above, please confirm if a refund of the discount will be provided.

If not, I will have to escalate this issue to the relevant Ombudsman to investigate, as I am sure they will be very interested to also know how and when your discounts are applicable and how this is communicated to clients.