FNB Home Loans Cancellation ********* behaviour

I would like to express my frustration and depression that I am being caused by FNB Homeloans. This department has been nothing but a nightmare to me and my 8 months pregnant wife. First time when i went into arrears, I tried several times to request for an arrangement that will well suit my current financial state but they kept on refusing and wanting me to pay the amount they want. I have been making payments even if it was not my full instalment amount. In January 2025, the bank sent me a letter regarding a decrease on interest rate and my bond outstanding amount. The amount was R463,923.15 and i went into 4 months arrears then I was told that I am in arrears with an amount of R30462.29 which placed the amount to R494 985.44 and since then I have been making full instalments towards my bond.

To my surprise, in October I got a note from their attorneys telling me of legal actions and a letter of demand. I called the bank and speak to a guy called Simphiwe and got into an arrangement for the arrears amount. after a week of that arrangement I got a call from one of the guys i used to stay with at my old address telling me that he just took summons that were just left at the gate by a post office guy regarding my account. I mean, i didn't even sign for the summons but it was just through recklessly to my old address of which i reported to the very same attorneys when they first sent me an email regarding a letter of demand that I no longer use the address and they must change it for any further correspondence. But my situation is now known by other people out there and according to popi act, this is a serious offence. When I called the attorneys, I was told that it was an instruction from the bank. I told them that I already have an arrangement with the bank, then the following day which was the 19th November 2025 I got an email from them informing me that I need to pay R8609.16 for the legal cost. I immediately forwarded the email to Simphiwe Dlamini from FNB as he is the one who has been handling this matter from the legal collections side. His respond to me was that i have to pay the legal cost of R8609.16 and when I asked him why am I supposed to pay for legal cost when I have an arrangement and at least paying money towards the bond. He said the legal cost accumulated before our arrangement but he has instructed the attorneys to stop the legal actions.

on the 05th of December 2025, I received an email from the attorneys stating that the bank has instructed them to stop legal actions. The legal costs amount was then added to my bond outstanding balance and I have proof as it does reflect on my December statement.

When all this process was happening, my house was already on sale and luckily I got an offer to purchase in November 2025 and the transfer attorneys sent an email to the bank requesting for the settlement amount and bond cancellation. The bank received this notice and responded requesting for some documents from the deed office of which the transfer attorneys provided.

On the 13th of January 2026, the bank provided a settlement amount of R538805.46 which is way more than the amount I am owing the bank. They say I need to pay the legal cost of R36000 which was never discussed with me and I have proof that the legal cost I was told about in November is R8609.16 but now they are changing the amount to R36000 and I have an email stating that legal actions has been stopped on the 5th of December and the only amount I am liable for was R8609.16 for legal cost. I have paid my instalment in December and the statement shows that my outstanding balance is R493000. When they provide the settlement amount quote they say my outstanding balance is R496000 which doesn't add up. For that i disputed the cancellation amount and the person I spoke to during the enquiry, also stated that she don't understand the figures that the bank has provided as they dont add up.

I am going to send all the relevant emails to the bank Ombudsman and NCR as this matter is really bringing too much distress to me and my 8 months pregnant wife. The bank just want me to suffer for their miss communication between them and their attorneys. This is a complete day light *******. Please think twice when you buy a property through this bank.

I have been sending emails to Simphiwe in December informing him that the house has been sold and the transfer attorneys has requested for the settlement figures. This guy has ignored all my emails and when I call the call centre they keep on telling me that he doesn't take calls but they do see that there is a request for settlement figures that was sent in 3rd December 2025. Simphiwe Dlamini has never responded to my emails even when I asked him for a way forward since the house has been sold. Today the bank is telling me that I must pay R36000 worth of legal cost, the amount that was never there neither communicated to me and to my knowledge, legal actions were stopped in December with an amount of R8609.16 for legal costs. My transfer attorneys wont settle the bank until the bank remove that ridiculous amount of legal costs. it means that I have been charged R8609.16 for legal cost and another extra R36000 for legal cost now that I have sold the house and want to settle. FNB Homeloans is greedy and never wants to take any blame when they staff do wrong things.