FNB horrible service

To start at the beginning so that everyone is on the same page, I got divorced in 2013 and part of the divorce agreement was that her ex-husband pay all her outstanding debt. He subsequently took his time in starting to pay the debt and this then put me in a negative rating with the creditors which kept harassing me for payment and which I kept on referring them to my ex-husband. After about a year or so he then decided to start paying off the debt which was finally settled in November 2019. There are number of issues I would like to raise with regards to the service we have received from FNB who’s motto is “HOW CAN WE HELP YOU” this should be changed to as there is no help what so ever and this was proved to us once all the debt was paid.

Initially there were 2 accounts with FNB that had to be settled and the one was paid up in June 2019 and the second and final one according to us was paid up in September 2020. After numerous e-mails and a number of escalations we finally found out there was a third account that all of a sudden appeared but we went ahead and settled that account in November 2019. All of these accounts we were notified would be updated and shown as paid up with the various bureaus which has still not been done. I had requested the paid up letters for all the accounts which took another 2 months to get and the one paid up letter is not even for her its for a different client which I understand goes against the POPI act and this makes me very sceptical as to the competence of the employees at FNB sending wrong information. I will also be contacting the client who’s paid letter we received to let them know what has happened so that they can also take the matter further. On the 23rd of December we sat at an FNB branch for 4 hours (not exaggerating) on a phone trying to resolve the matter and every single person we spoke was more clueless than the next. We even asked the manager of the branch to see how he could help and I must commend him for the service he rendered and wish the FNB could employ more individuals as him. He sent and e-mail to FNB loans and to date him nor us have received any feedback from the person he sent it too which once again makes me wonder if he as a branch manager means so little that he does not get a response what makes me as client any more important. All we want is for FNB to update the records as they stated they would do so that we are able to once again move on with our lives, at this current moment Im not even able to take out a cell phone contract because of FNB’s *********** staff. I expect this to be done before the close of business today as I think we have given more than enough time after which I will send this e-mail to the Hello Peter and any other platform I can complaint on to let clients know about the horrible service from FNB