FNB HF ADVANCE DEPARTMENT CAN DO BETTER

I am trying to apply for furtherbond with FNB and the service from the HF ADVANCE team is really shocking. When they reply back to inform you that the application is incomplete they use short cryptic messages that really do not give detail what the challenge is or what exactly it is that you need to do. This then results in unclear instruction which then lead me to call their call center then have to deal with their 1st level support and not the actual department that sends these emails. This then means that I need to wait for my queries to be escalated and that also takes sometime. Mind you I need to call them everytime to clarify what the challenges are, I do not have money to be calling and holding waiting to be speaking to a consultant or waiting for escalations to take place.

I had to call twice yesterday, 1st spoke to Moira Maroga who hung up on me and never returned my call resulting in me having to call again then speak to Mersha Mbonani who was very helpful in escalating my query which lead me to getting feedback today on my application but the feedback is just **********. It makes no sense resulting in my having to call FNB again and having to speak to Cheasley Lentor who I told I will hold while he escalates the query and I requested that he cc me because I do not trust call center agents.

Then lastly the application form does not cater for 2 co-applicants which is odd because they know that this is reality so instead of fixing it we as the customers must suffer and have to deal with this back and forth.