FNB False Branding - Not Keen To Help You At All

I app**** for a loan with the FNB Fourways branch on May 16, 2024. My application was accepted in the branch and everything was clear—or so I thought. From there, it was a week of hell trying to secure the loan or any form of communication from the Loans department. Herewith, the incidents that occurred from May 16–24 and still ongoing:

16 May - In branch application for personal loan at FNB Fourways Mall. Loan is approved. As I left the branch I received a message on the FNB app to upload my bank statement. The app does not support this FYI - You cannot upload documents no matter what you do. So back to the branch I went. Yolanda, who had been helping me in the branch, advised I call the loans dept. They asked me to email said documents which I did, that moment. Now it was around 11h30 16 May afternoon - around 15h30 pm I received a call from the Loans department. I went through an entirely new application (unbeknownst to me and not confirmed either by the operator calling me) This operator then transfers me to another person at loans who further transfers me - by the end of it I had been transferred to no less than 4 people with still no loan payout. The last person, Peter Bambo, asked me to resend my documents to him as "nobody" has received them previously. I did and he "escalated" the application. Friday 17 May - Entire day with no feedback. In the afternoon I went back yet again to FNB Fourways mall to find out what's going on. We called the loan dept yet again and was advised that they work on a Saturday so it should be sorted by then. Monday 20 May - still nothing. I go back to FNB Fourways yet again and we call the loans dept yet again. They claim an sms was sent to me asking for some type of form, which to this day I did not receive. Not in my network SMS, not on the app, NOWHERE. They claimed this info 3 times over, for messages I never ever got and calls I never received and my point here is that, had I personally not gone to the branch myself to follow up, there would be ZERO communication - another way FNB is not living up to their name or slogan. 20 May 2024 16h30 I'm now in the branch yet again, on a call with someone else in loans yet again. He tells me someone named Julian or Gilian Andrews is handling my matter and will call me anytime from then - he cannot give me the time but has "noted my call" again. FYI to this day I have not seen nor heard from anybody in FNB of this name 21 May - no phone call, email or follow up from anybody at FNB outside from a Loans dept call who subsequently drop the call and do not call back after. 21 May - back to FNB Fourways mall I go yet again, through to Loans dept on the call and am met with the most unhelpful call centre agent by the name of Koketso Moilwe who has absolutely no interest in furthering my request or understanding that the reason I'm going through all of this to begin with is from the initial mistake on FNB's part where someone app**** the loan and said I was SELF-EMPLOYED and not PERMANENTLY employed. Naturally I lost my **** and made it clear to her and everyone in that branch that FNB could go get stuffed and I will do my loan elsewhere and that I am closing my Savings account with them. Note too that I expect a formal apology from Koketso who **** to me on the phone and claimed she was working from home when I could hear her colleagues loud and clear on the other side of the line. I had asked to speak to her manager and she refused, saying I was welcome to email her and the reason I was welcome to email her was that they work hybrid and she wasn't in office - pure BS (Ashleigh Tombeen is the manager, supposedly) After throwing my toys out the cot the Fourways branch manager took me aside to escalate this yet again, to somewhere else. He was incredibly helpful and understanding - the first person outside of Yolanda to be so. Only after he escalated did the ball start rolling somewhat and by by Friday 24th May I had the debi order mandate for my bank. Except, we're not out of the woods yet, folks because whoever had done this mandate had put the debit to go off on the 24th of the Month when I had clearly app**** in-branch in our first application for it to be on the 28th, and yet again, that I am a permanent employee but was put as self-employed. It is now TUESDAY 18TH JUNE and I have not had any response further to change the debit order for 28th of the month, outside of an email request from Zandile Mlokothi cc'd with Jackson Ledwaba on the 27th of May requesting a letter from my HR stating my salary date. I have rep**** to her/them 3 times as well as copied Yolanda in from the Fourways branch stating: - this mistake on date is on FNB's and NOT mine - I am the HR for this sector of our company as it is a global company - asked for a formal acknowledgement that they have changed the date and received ZERO response

On paper your approach as a brand is seamless. However, the hoops one has to jump through just to get the slightest response from a team for a mistake/s that was done by said brand to begin with, is absolutely disgusting.