FNB Home loan application Unprofessional Service

<p> On 15 November 2016 a home loan application was submitted to the Home loan department within FNB. I received feedback from Consultant A that she will be handling my home loan application. It was requested that I submit the home loan application form with supporting documentation. The required documentation (as per the requirements as a FNB client) was submitted 16 November 2016. </p> <p> </p> <p>A follow up mail was sent 18 November including additional months’ payslips as was requested. </p> <p> </p> <p>On 23 November I made a telephone call to enquire the status of the application. I was informed that a letter from my wife’s employer should be send to confirm her maternity leave as well as when she will be returning to work. No communication was send from FNB to inform me of this request. I needed to call and enquire to obtain this information.</p> <p> </p> <p>On 24 November the required letter was sent through to Consultant A and Home loans application department was included. No response</p> <p> </p> <p>I phoned again on 25 November 2016 to enquire about the status of the application and I was informed again that FNB Home loans department was awaiting a letter from my wife’s company. This letter was already sent through the day before.</p> <p> </p> <p>On 28 November 2016 a call was made to Consultant A without any success.</p> <p> </p> <p>A follow up mail was submitted 29 November 2016 to Consultant A and FNB Home Loans department to urgently assist me with the matter as my offer to purchase will expire 01 December 2016. - No response</p> <p> </p> <p>A further 3 e-mails was sent (please see attached) to Consultant A requesting feedback. I made a further phone call to obtain information where I was then informed that our home loan application will be reassigned to another consultant</p> <p> </p> <p>This morning, 30 November 2016, I had a discussion with Consultant B regarding the application and informed her of the importance of the case. She informed that she will assist to the matter with urgency. I requested her to please keep me informed to the matter as I need to get the application resolved before end of business 01 December 2016. No feedback</p> <p> </p> <p>A further phone call was made at 14:40, 30 November 2016, to request feedback on the matter whereby I was informed that another letter is needed from my wife’s employer stating her salary which she will receive on her return to work. As the maternity leave letter was already sent on 24 November 2016 FNB should have been aware that the letter that was submitted (as per FNB’s original requirement) was not according to the requirements and whereby I should have been informed. – Did not happen.</p> <p> </p> <p>The letter requested, as mentioned in the above sentence, was submitted on 15:58 30 November 2016. A further phone call was made whereby I was informed that the consultant and Line managers has already left.</p> <p> </p> <p>As an existing client I find this service utterly unprofessional and poor. </p>