FNB Home Loan

Why is it so hard to get through to someone in the home loans department that can assist with anything? This is a constant battle. Last year tried to fix my home loan interest rate and no one could help, bond is too new, that what the computer says so i cant help you. Now that we have some financial difficulties because of medical bills i am trying to put something in place so I don't fall further behind on payments and still no one is willing to assist. Who can i speak to because the normal call center cant assist, and also cant put me through to the correct department.