1 reviews | Active since Jun 2013
FNB - Incorrect Nav Money Credit Status & Service Failure
Last Friday, I escalated a complaint regarding the sudden and unexplained deterioration of my credit status on the Nav Money App. My credit status has dropped from green to amber and red without any transactional defaults, missed payments, or credit applications made under my name. This is both alarming and unacceptable, as my financial conduct has remained consistent and responsible. I contacted the Nav Money support team via the secure chat function and was advised that the matter would be investigated and that I would receive feedback within 24–48 hours. To date, no response has been provided. The support consultant confirmed that my credit indicators remained green until very recently, which makes the sudden change even more concerning. On Monday, I still took the time to forward my concerns to *** and *** without any acknowledgement. I am considering reviewing my relationship with the bank after years with them. This total silence, lack of clarity and feedback is leaving a bad taste in my mouth. I need to reconsider whether being with this bank is truly in my best interest, as the stress it has caused has had a significant mental and emotional impact on me. If you cannot explain why, you have diminished my credit status without tangible reasons for improvement, has caused me more harm than good.
Once again, I am writing to formally raise a complaint regarding the handling of my recent query with reference number ***NF.
At 14:42 yesterday, I received an email from *** thanking me for allowing the bank the opportunity to investigate my matter and notifying me that my complaint had been closed, with a request that I contact *** for further information. However, at no point did I receive any communication explaining the outcome of the investigation or the reason for the changes made to my account.
This is particularly concerning because I have observed that:
My credit status has dropped, yet no explanation has been provided for this change.
The credit card amount previously reflected on my account is no longer visible, again without any notification or clarification.
It is unacceptable for a complaint to be closed without providing the client with a clear explanation of the findings or the actions taken. As a client of the bank for over 15 years, I find this lack of communication and transparency both disappointing and disrespectful.
I therefore request the following as a matter of urgency:
1. A full written explanation for the change in my credit status.
2. Clarification regarding why my credit card balance is no longer reflecting in my account.
3. A formal explanation of the investigation outcome before the case was closed.
If this matter is not addressed promptly and transparently, I will have no option but to consider closing my accounts and moving my banking relationship elsewhere.
I trust that this issue will receive the urgent attention it deserves, and I look forward to your prompt response.
Once again, I am writing to formally raise a complaint regarding the handling of my recent query with reference number ***NF.
At 14:42 yesterday, I received an email from *** thanking me for allowing the bank the opportunity to investigate my matter and notifying me that my complaint had been closed, with a request that I contact *** for further information. However, at no point did I receive any communication explaining the outcome of the investigation or the reason for the changes made to my account.
This is particularly concerning because I have observed that:
My credit status has dropped, yet no explanation has been provided for this change.
The credit card amount previously reflected on my account is no longer visible, again without any notification or clarification.
It is unacceptable for a complaint to be closed without providing the client with a clear explanation of the findings or the actions taken. As a client of the bank for over 15 years, I find this lack of communication and transparency both disappointing and disrespectful.
I therefore request the following as a matter of urgency:
1. A full written explanation for the change in my credit status.
2. Clarification regarding why my credit card balance is no longer reflecting in my account.
3. A formal explanation of the investigation outcome before the case was closed.
If this matter is not addressed promptly and transparently, I will have no option but to consider closing my accounts and moving my banking relationship elsewhere.
I trust that this issue will receive the urgent attention it deserves, and I look forward to your prompt response.