FNB Paid-up letter

Utterly disappointed in the service that FNB provides to their clients. FNB / Consultants / Agents have NO sense of urgency, no willingness to walk the "extra mile" it is more "I-am-here-to-do-the-bear-minimum" kind of attitude.

I needed a credit card closure letter / paid up letter from FNB (bearing in mind, they had my request since 8th of January 2024, but I have been calling since the 4th of January 2024). In which is the utmost difficult yet simplest thing to acquire. Nonetheless, after countless follow up calls (experiencing atomatic voice recordings "all our agents are currently unavailable" ) follow up emails (with no response or FNB consultants that provide incorrect/invalid numbers) and 11 verbal referrals to different departments that does not know / willing to assist. It seemed that this is the easy-way-out to transfer you to someone else if you are uncertain about a client's request. The cherry on top of it all, was that some consultants advised that the systems were off, therefore unable to assist.

At this point (being the 15th of January) I am done.

Finally, there is a glimmer in this tunnel.... after my husband got involved to assist, as I was done. To accept the fact that I will not be able to get any loan in the near future because of FNB that is delaying my process - he got through to a consultant called - Alice. In which she is the only consultant who's system is not off, very concerned about that. One can only assume that the rest of FNB consultants does not seem eagerly to assist you at that point in time when you call, anyway said she can and is willing to assist. I jumped to call yet again to see if she is able to assist in order to get rid of this thing off my shoulders - nope - she too can refer me to the Legal department (in which I have already sent my request via email - with no response) After she could clearly hear the unsteadiness of my voice - she felt sorry for me took a LITTLE initiative by contacting the legal department directly.

It is now the 16th of January 2024. My request for closure letter / paid-up letter has still not been processed / submitted. Alice has called me twice today to see if I have received the letter, in which I have not yet. Thank YOU FNB for the most dissatisfied and utmost disappointing service that you provided to me, after being a client for more than 10 years, I think it is time to move on to a better, more competent Bank that place their clients first and walk the extra mile with them.