FNB False advertising on loan payment holidays

FNB advertises that they offer a 3 month payment holiday on loans. I started making calls in the beginning of April to make payment arrangements for some loans of mine.

I was transferred a lot to different departments, but got through to the business loans department and it was stated that I would receive a call back and was given a reference number rv*** . I did not receive a call back after a few days so I called back and was told that the query was forwarded to the wrong department, and that it would be sent to the correct department. I received a call back a few days later on the 10th of April but was not available to take the call. I immediately tried to call but the call was engaged.

I received an email on the 10th of April from Laurelene Vermeulen stating that they attempted to call me and that there was no arrears for the Revolving loan and that I should call in to 087 575 009 to conclude a payment arrangement. I was trying to be pro-active and to arrange a payment arrangment before-hand.

So I called back shortly after and spent 2 hours being transferred from department to department, calls being dropped, calling back again and inputting my Id number over and over again, to only be tranferred again and have further calls dropped. General call centers transferred me to Business, Business transferred me to collections, collections transferred me back the General and on and on. I received the same old generic emails stating that agents would call me back. I had to try and get through to 2 different departments for Credit card, covid loans, and revolving loans and was infuriated after my day was wasted.

I eventually gave up and posted a complaint on the Facebook FNB page on the week of the 15th of April. I received a reply on the page apologizing and asking for me to DM the agent with my details so they could send it to the team for assistance. I sent through my information, but for 5 WEEKS did not receive any calls or emails.

I was told by call center agents taht I must just default on my payments, then call in to make payment arrangements. So I have let the loans bounce for the month of May so that I hopefully get someone to actually give me service.

FNB is very quick to take your money and withdraw funds and charge all sorts of interest, but when you actually want some assistance with repayments or to make a payment arrangement, you will struggle for over a month being passed from pillar to post and not getting any assistance. This is false advertising and totally unprofessional. I am now getting calls on a daily basis from FNB credit card (after hours, in the morning and on weekends), and it calls and then cuts. I answer the phone call and then there is silence and the call just CUTS. This has now happened 3 times to me and my phone records will prove this. Just while typing this I received another call and I answer and there is just silence. This is not only unprofessional, but is also childish. How FNB?

Afetr being a FNB customer my whole life, this is how I am being treated when I ask for some assistance, and I now have to resort to Hello Peter to try and get any sort of feedback. FNB is very quick to take your money and to hound it's clients, but try and get any help....