FNB HOME LOAN CANCELLATION DEPARTMENT

The transfer of our house sale went through on 2 April 2019. Our bond was paid up via the attorneys and all cancellation documents were sent to the bank by the attorneys. The settlement figure was R17 000.00 over the balance of the bond, so we are expecting a full refund. (We have already paid over R4000.00 in penalties because the house was sold 30 days before the 90 day notice period was up). The refund was promised in 5 to 10 working days. Needless to say we are still waiting. To get to speak to someone at FNB Home Loans is difficult to say the least. The bank won't deal with the attorneys and we have had to deal with Premier Banking. Each time either my husband or I call, we are transferred from pillar to post. Consultants do not get back to us as promised. Emails sent to FNB Home Loan Cancellations are completely ignored, although an automated email is sent saying they will respond in 24 to 48 hours. The service we have received is beyond poor! All we want to know is when will we receive the money that is DUE TO US, together with a statement showing how FNB arrived at the final settlement figure. Sadly, it appears that FNB does not encourage customer service and engagement face to face. It has been and continues to be very frustrating dealing with FNB.