1 reviews | Active since Aug 2023
FNB Home Loan Account | Service, Data Integrity, and Compliance Concerns
After 20yrs paying off my home loan, FNB does not adhere to the consumer act nor POPIA. I cannot wait until I'm done doing any form of business with this entity. 1. Statement of Account and Monthly Delivery Kindly provide me with a current statement of account and ensure that this is emailed to me monthly going forward, as per standard banking practice. I must point out that the current requirement to access statements exclusively online is inconveniencing, as I have already attempted online registration. This process could not be completed because I am not an FNB transactional account holder. Requiring me to open an FNB bank account or physically visit a branch simply to receive routine account statements infringes on my rights as a client to receive regular updates on my account without being practically compelled to become an FNB account holder. This was done in the past, thus I see no inconvenience to you to continue. 2. Incorrect and Potentially *****ulent Contact Number on My Profile It has come to my attention that a cell phone number ending in 628 is reflected in your verification process. This number does not belong to me and is unfami****. I am deeply concerned that this number forms part of any verification or authentication process on my account. Despite requesting that this number be removed and replaced with my correct contact details, I have been advised inconsistently to either visit a branch or send emails—despite the existence of a call centre and verification systems. This has resulted in unnecessary delays and being passed from pillar to post. 3. Household Insurance Cancellation – Serious Compliance Concern I was informed that the household insurance linked to my home loan was cancelled with effect from 12/05/2025. This is extremely alarming. I require the following information urgently: The date on which the insurance was cancelled The person or department that authorised the cancellation The reason for cancellation Documentary evidence of communication sent to me informing me of this cancellation Proof of my consent authorising FNB to share my personal information with any third party insurer regarding this matter Full explanation of breach of contract without proper consultation. It is deeply concerning that while FNB routinely uses my contact details when it serves the institution’s interests, there appears to be a breakdown in engagement and disclosure when the matter materially affects my protection, financial exposure, and wellbeing. This raises serious concerns regarding fair treatment of customers, duty of care, and POPIA compliance. 4. Request for Formal Response and Investigation Given the seriousness of the issues raised, I request: A formal written response to each item detailed above Confirmation that this matter has been logged as a formal complaint Details of the reference number and the person handling this escalation Together with any supporting documentation where applicable, this matter is urgent and affects the integrity, security, and compliance of my home loan account. I trust FNB Management and Compliance will treat this matter with the urgency and seriousness it warrants. Matter pending their resolution.........
- Lack of Client Communication and Due Diligence: At no point prior to this decision was I contacted, consulted, or formally notified that my household insurance was at risk of cancellation, nor that my details would be referred to OUTsurance or managed outside of the bond structure. As a client of more than 20 years, this lack of engagement is unacceptable and reflects a serious failure in due diligence and client communication.
- Dispute of the Basis for Cancellation: You indicate that this decision was based on “irregular payments.” However, my bond account is up to date, which has been confirmed. At no point was I advised that any payment pattern would result in the cancellation of my household insurance. Nowhere in my correspondence or engagement history was this communicated as a risk or consequence.
- Inappropriate and Ineffective Method of Communication: I am advised that a cancellation letter was posted to notify me of this decision. Posting such a letter was, quite frankly, a reliable way to ensure that I did not receive it.
- Was a posted letter sent to OUTsurance instructing them to contact me regarding this policy?
- When my personal details were referred to OUTsurance without my consent, was that referral sent by post? I highly doubt this.
- Consumer Protection and Fair Treatment: I question whether it is consistent with the Consumer Protection Act and Treating Customers Fairly (TCF) principles to cancel insurance, refer client information to third parties, and materially endanger a client’s asset without consultation, confirmation of receipt, or client acknowledgment. As the homeowner and insured party, I should have been the first point of contact, not excluded from a decision of this magnitude.
- Relationship Considerations: It is deeply concerning that, after benefiting from my bond repayments over two decades, such a critical safeguard was removed without notice at a point where the bond is nearing completion. This creates the impression that long‑standing clients are afforded less consideration once the commercial benefit diminishes.
- My household insurance cover be immediately reinstated under the original contractual arrangement linked to the bond,
- The policy remains in force until the completion of the bond term, and
- The policy be properly ceded to me upon bond settlement, as part of the bond documentation.
Mrs Mabusela
Disappointed, Unhappy client.
FNB Feedback was as follows: (Please Help Me <***>) Service Consultant
- "Household Insurance Cancellation – Serious Compliance Concern
- Lack of Client Communication and Due Diligence: At no point prior to this decision was I contacted, consulted, or formally notified that my household insurance was at risk of cancellation, nor that my details would be referred to OUTsurance or managed outside of the bond structure. As a client of more than 20 years, this lack of engagement is unacceptable and reflects a serious failure in due diligence and client communication.
- Dispute of the Basis for Cancellation: You indicate that this decision was based on “irregular payments.” However, my bond account is up to date, which has been confirmed. At no point was I advised that any payment pattern would result in the cancellation of my household insurance. Nowhere in my correspondence or engagement history was this communicated as a risk or consequence.
- Inappropriate and Ineffective Method of Communication: I am advised that a cancellation letter was posted to notify me of this decision. Posting such a letter was, quite frankly, a reliable way to ensure that I did not receive it.
- Was a posted letter sent to OUTsurance instructing them to contact me regarding this policy?
- When my personal details were referred to OUTsurance without my consent, was that referral sent by post? I highly doubt this.
- Consumer Protection and Fair Treatment: I question whether it is consistent with the Consumer Protection Act and Treating Customers Fairly (TCF) principles to cancel insurance, refer client information to third parties, and materially endanger a client’s asset without consultation, confirmation of receipt, or client acknowledgment. As the homeowner and insured party, I should have been the first point of contact, not excluded from a decision of this magnitude.
- Relationship Considerations: It is deeply concerning that, after benefiting from my bond repayments over two decades, such a critical safeguard was removed without notice at a point where the bond is nearing completion. This creates the impression that long‑standing clients are afforded less consideration once the commercial benefit diminishes.
- My household insurance cover be immediately reinstated under the original contractual arrangement linked to the bond,
- The policy remains in force until the completion of the bond term, and
- The policy be properly ceded to me upon bond settlement, as part of the bond documentation.
Mrs Mabusela
Disappointed, Unhappy client.
FNB Feedback was as follows: (Please Help Me <***>) Service Consultant
- "Household Insurance Cancellation – Serious Compliance Concern