FNB DYSFUNCTIONAL

I don't understand why someone always have to come to HelloPeter complaining for FNB to resolve issues! This is so frustrating. If you don't post a complaint on Hellopeter, FNB ignores you're emails and when you phone, no one ever knows anything and they transfer you from one department to another until they cut your line off. No one wants to take responsibility of resolving issues.

I am complaining about two things:

1. I switched my Home loan from FNB to SAHOMELOANS last month. FNB send me a Bond cancellation letter showing the balance was R0.00.

On the 22 September 2021, I recieve an SMS from FNB saying that I should pay R507.06 on my Home loan. I call the Homeloan department and everyone sends me from pillar to post as they don't know what that amount is for - as they can see on the system the account was closed.

I keep telling them that the Home loan account was closed, I have a letter confirming this, showing that the balance was zero. Moreover, the Homeloan account was closed and removed from my banking App so I don't even know where I would send that payment if I had to.

Finally I got a lady who said those were interest charges, but she can't explain how I am charged interest on a closed account. I told the lady to get back to me regarding that as I don't want to wait for 8 months believing the account was closed only to find FNB is saying I owe them maybe R4000 months later, because I won't pay them. All this happened over a week ago but till today, no one has gotten back to me. I send emails last week, and earlier this week, and all were ignored.

2. My second complaint is that FNB has not resolved my dispute on Transunion and till today, after the loan was switched, they haven't updated the Credit Bureau.

FNB operates like a slow, inneficient government department. But they are much worse. It's is if they don't care about resolving issues, updating their clients information, attending matters!

On the same day my Home Loan was switched from FNB to SAHOMELOANS, my Transunion Credit profile was updated with the current balance by SAHOMELOANS.

But FNB showed as if I was still owing them a huge balance on the Homeloan account, yet this account had been settled and closed. The two balances on my profile - both the SAHOMELOANS and FNB, doubled the total amounts owing on my profile and this had a negative impact on my credit score.

I disputed the FNB Homeloan account balance as this account had been closed and I had a letter showing the balance was zero. This just shows how SLOW and INNEFFICIENT FNB is. SAHOMELOANS updated the Bureau the same day the bond was registered with them, many weeks ago. But FNB has STILL not resolved my Transunion profile, even after sending emails and phoning. They simply ignore emails and on the phone, their agents are clueless.

I chatted with someone at Transunion to update my profile about 2-3 weeks ago, but Transunion said they can't do anything on their side, they have been waiting for FNB to update my profile and cancel or update the dispute.

Even yesterday, someone from Transunion called me saying there is nothing they can do, they are STILL waiting on FNB. FNB MAKES ME SICK. THEY MAKE ME WANT TO PUKE with their slowness and horrible service.

A seemingly EASY process with every other company will turn out to be rocket science with FNB, until one comes here to HelloPeter to complain.

I had even asked Transunion to cancel the dispute number TU*** and update my profile to show the FNB homeloan account (whatever the balance maybe). But after communication with Transunion before heritage day, and even yesterday, they say they can't do anything on their side, as FNB has not responded. It's been about 2 weeks and Transunion said even after following up, they haven't recieved a response from FNB.

So please FNB, send the updated information to Transunion and cancel my dispute today, AND confirm whether or not I have a balance owing on the Homeloan account. You're behaviour and way of functionioning is no different to that of a political party.

You are VERY poor in service delivery. I think FNB has the most number of complaints in the banking sector here on Hellopeter. You just frustrate your clients until they come here. You're never interested in responding to queries on time.