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CA
Chris A

1 reviews | Active since Aug 2019

06 Aug 2019, 12:37

FNB Home Loans - COMMUNICATION???

I app**** for a rate review on my Home Loan on 10 July 2019. All documents were sent as requested, but we never got confirmation that they received it. After speaking to Morne Heyns,and sending him all the documents once AGAIN on 18 July 2019, we once again received no communication regarding the application. Since then my wife and I have followed up with them on numerous times and we get the same old story...We can see that your application has been approved and communication was supposed to be sent to the customer(which never happened). They then say that the case has been escalated and someone will call us in the next 48 hours......still waiting. Let us not even start with the amount of times you get transferred to different departments when asking for assistance. But, if FNB wants to sell you a product, you are always speaking to the correct person in the correct department.And as soon as the product is yours, while you are still on the phone you receive communication and confirmation that you are the proud owner of this awesome product. FNB, you need to sharpen up your service. Instead of sourcing new clients and selling new products, keep your loyal clients happy and COMMUNICATE with them!!!!!!!!!!!!

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Replies (2)
CA
Chris A's update06 Aug 2019, 13:13
Reviewer Update
FNB contacted me within 30 minutes after my complaint posted on Hello Peter, informing me that the matter has been escalated and that a consultant will contant me as soon as possible. Let us see how quick this will happen.
CA
Chris A's update07 Aug 2019, 08:37
Reviewer Update
Just some feedback. So a consultant had to phone me by 16:00 yesterday to resolve the issue, and guess what.....no one phoned me. Thank you FNB, once again you gave me false hope. I should know by now that they will contact me when they feel like, and not when I ask them to. I will call them now once again, and hear what the next excuse will be. Yesterday it was confirmed that there is 3 escalations logged on my request. THREE, and still no one calls? I work in Office Management, and if I ever had to give this type of service to my clients, I would be out of the door before I could blink. How if the application was approved, do they not contact you with the good news? Do they deliberately prolong the process so that we have to pay the current interest rate for another month or two for their gain and my loss? This I promise today, when we buy another house, I will not even consider asking FNB for a home loan. I will keep you updated what was said after my next call.