FNB - no idea what they’re doing!

I was granted the COVID cash relief in May with FNB and then recently was sent a message from FNB stating that I could apply for an extension, which I really need at this time. I submitted the required documents on the COVID app a few weeks ago and then never heard back from them. I submitted it again and still no response.

I called FNB on the 30th July to find out what was going on and was advised that there was a note on the system saying that they had informed me that they didn’t receive any documents and that I needed to email them, which I did. Still no acknowledgement or response.

I called FNB again and each time I spoke to a different agent(their lines keeping cutting off) I was told a different thing. I had funds come into my COVID cash flow account, which I assumed was because the extension was granted, however I couldn’t access it. When I called them they advised that this was actually the funds from my first application which was not used and credited to the COVID account! I was also told I would only start paying back the original COVID relief loan at the end of August and that the revolving loan payment that was taken from my current account would be credited within 72 hours, which was incorrect. Due to FNB taking out the funds earlier than meant to, a few of my standing orders bounced, which I was informed would be credited to my account (each declined fee). This was incorrect information.

I made financial decisions based on the advice that I was given by my bank, but each time it has been inconsistent and incorrect. When I called on Tuesday this week, I was given a completely different reason and when I asked about the extension again, was told that it was declined but no reason could be provided. I was also told that my cash relief fund was finished and that normal payments resumed at the end of July, however I just received a Sms from FNB stating that it would resume on the 28/08/2020. Nothing with FNB is consistent!!! I have always had my accounts in good standing, but because of FNB’s incorrect information, I now have declined transactions!!!

I am meant to get a call back yesterday from someone to advise how all of this could have happened, still nothing. I have requested call recordings and if I still do not get a response from anyone at FNB, I will have no choice but to report them to the ombudsman and look for a better bank!

I am a long standing FNB customer and this is not the first time that their staff / systems is incapable of providing accurate information to customers which leads to having a detrimental effect. FNB has no regard for the fact that they are messing with people’s livelihoods when having poorly trained staff giving out incorrect and inconsistent information. It’s obvious that FNB is not a bank who actually cares about their customers, the COVID Cash Relief fund was just another opportunity for this bank to make more money on their existing clients in a time people need the help the most. I am a single mum with 2 toddlers doing everything I can to make ends meet, my bank has not helped, but made a bad situation even worse!

It’s a shame that FNB customers have to take to writing a public review on HelloPeter before any action is taken to rectify their mistakes.