FNB Home Loan department b&llsh@t

Absolute disgusting from a bank claiming to be one of the best in the industry. The lack of respect and total disregard of legal processes has me wondering how they remain in business. My wife and I opted for debt review after going through financial difficulties and have been on the process for a while now. This year, 2025, I received a call from the insurance to say FNB has not paid my buildings insurance and withdrew it on my instruction. After calling the FNB home loans department a good few times, I was told the reason is because my account is in arrears. The next consultant I spoke to went through all the payments the debt review company is making and we couldn't find the arrears. I was then put through to the debt review department who said the same and after going through the statements, couldn't find the arrears and then had to check the debt review agreement and negotiation. It was then confirmed that, within the negotiations, the amount for the buildings insurance is included in the monthly payment structure as agreed upon between FNB and the debt review company. I was then advised that a gentleman by the name of Alfred will be calling me. It's now bordering 2 weeks waiting for the call. I called the home loan department again and the consultant advised about the arrears, we went through the same process of elimination and she gave me an email address to send the debt review agreement to. I did so on the same day. Till today, I have not received a response from FNB regarding this and as it stands, my house is currently uninsured. The insurance company is now demanding the premium be taken from my account which is preposterous as I have been paying the premium through the debt review company. This needs to be sorted asap.