FNB - How can we NOT help you!

On 31 May I app**** for a revolving loan online (Credit Check Nr 1). I was pre-approved for an amount, where after I changed it because I did not want such a high amount. After the re-calculation, I accepted the T&C's as well as the contract agreement. Geez, I even gave the process a 5 star rating. Little did I know what was in store for me for the next week...

On Friday morning, 1 June, I contacted the 0860 FASTAP nr as per the correspondence I received. This person summarized that everything is ok from what they can see but the application is still pending on the system - I need to speak to someone in the fulfillment department. Got through to them, and they didn't have a clue what to do or how to help me with the pending application and they put me back to the sales department. After explaining my problem again, the consultant initiated another application (Credit Check Nr 2). This application was approved for the amount I initially requested online and we continued with the agreement telephonically and I was assured the funds would be released. It didn't - pending again. On Friday alone I spend 2 hours on the phone, speaking to numerous people in fulfillment, sales, online banking, mobile banking and even premier banking - each one with a different story or reason for the problem and as it stands now (06 June 12:15) the problem is still not resolved.

On Monday I phoned again and spoke to Thandeka Lavisa - she was adamant to resolve my issues and get to the bottom of the problem, which I appreciate and a tiny bit of faith was restored. Eventually, after a days of system issues on Monday the 4th - she also had to do the application telephonically... again. (Credit Check nr 3.) This time, the amount was R6000 less than the initial and 2nd attempts... I wonder why FNB? Maybe because of all the credit check flags on my credit bureau profile?? Who's to blame? Me?

Yesterday Thandeka informed me about the actual problem, a revolving loan account from 2016 that was settled (and I assumed it was closed since its not visible to me), but it was still open on FNB's system. Why wasn't it closed in 2016?

This morning, on an email (after me following up again on the problem) Thandeka said they only have contact to a specific Credit Manager and asked if I can go in to my nearest branch so that the branch's credit manager can assist faster - I gathered that the credit manager has some superhuman power to actually do something on this mess of a system.

She got my closest branch details and provided me with the names of the staff I can speak to. I actually felt we are getting somewhere again - silly me. Went to the branch just to find out they don't have credit managers with those names, in fact - they don''t have any credit managers.

Understandably furious, I get in to a discussion with the branch manager and briefed him on the situation. Nkata Moloi - friendly and helpful gentleman. He went out of his way to get hold of someone who can assist (a credit manager overlooking Sandton City branch accounts that can perhaps close the 2016 RCP account), but between the 2 of them the outcome was that it is a system issue and their hands are chopped off and a call to the systems team needs to be logged (CIS Change Request for System Issues). Nkata assisted with this process.

The call that was logged reference nr is: [REF: ********** 6_ ********** 34]

Can I PLEASE, PLEASE please ask someone to get traction on this call. Again this now also has a TAT of yet another 24 hours... It's almost a week later now, absolutely ridiculous that its taking this long!

This is truly not the experience I was hoping for - Not just that its taking forever, but your system issues are now negatively impacting my credit scores.. What are you going to do about that? How will you now get it to approve the amount I was initially approved for?