FNB Home Loans - frustrated to the core

Item: FNB (First National Bank)
Rating: 1
Author: Lee P

App**** for an additional loan on my current bond. I have had to call their Homeloans division daily for an update. It has now been 14 days since I app**** and I am still uncertain as to what amount I qualify for. I have to call their consultants for progress which calls take approximately 8 to 10 minuts before it is actually answered. Once answered all that can be said is that it is still being looked at. There is no escalation of complaints, no one senior that you can speak to and a non existant credit department. I have had great service from FNB in the past but find that this time around they have completely destroyed my faith in a bank. I lodged a complaint on their website and no response was ever received. Why do you have a complaints section on your website if you intend ignoring complaints. 14 Days is a long time to advise a person of a loan amount that they qualify for. Rather frustrated.

Helpful (0)

Replies (1)

FNB (First National Bank)'s replyOfficial

13 May 2019, 11:24

Good Day,

Thank you for taking my call earlier.

I acknowledge receipt of your complaint and apologise for the inconvenience caused. Thank you for bringing this matter to our attention.

As per our telephonic conversation, a formal complaint has been logged and reference number *** was issued.

I have referred the matter to the relevant department who will provide feedback.

Once again, I do apologise for the inconvenience and frustration caused.

Regards,

Hello Peter Complaints Team

***

FNB (First National Bank)'s reply13 May 2019, 11:24

Official