FNB Private Banking – Private Advisor Thys Davies failed to follow through on agreed assistance

I am extremely disappointed with the manner in which my financial difficulty has been handled by FNB, particularly by my newly appointed Private Advisor.

I have been an FNB customer since 2012 and have always regarded my relationship with the bank as important. I am currently experiencing financial difficulty after losing my employment last year. During this period, I fell into arrears on several FNB facilities, including my home loan, personal loan, credit card and vehicle finance, as well as my overdraft.

I have since secured new employment and, rather than continuing to avoid the situation, I proactively approached my new FNB Private Advisor because I wanted to find a sustainable solution and resume paying my obligations.

I met with my Private Advisor on Friday, 28 August 2026. During that meeting, we discussed my full financial position and possible restructuring/consolidation options. He specifically advised that he would send me documentation/forms that I needed to complete, together with a list of supporting documents such as my employment contract/offer letter, so that my case could be submitted for consideration.

We also discussed the possibility of consolidating my debts, potentially through restructuring my home loan, subject to the bank's assessment and approval.

I was also told that someone would contact me regarding my life cover/funeral plan and that this could potentially be considered as part of my overall relationship with FNB.

I waited in good faith for the promised documentation.

Nothing came.

I subsequently followed up because the FNB credit card collections department continued calling me. I explained that I had already met with my Private Advisor and was awaiting the restructuring process we had discussed.

Despite this, I continued receiving collections calls while the Private Advisor had still not provided me with the documentation or any meaningful update.

On 15 September, after more than two weeks had passed since our meeting, I sent a formal follow-up email requesting the outstanding documentation and an urgent update. I clearly explained that I was trying to resolve the situation and that I wanted to work with FNB rather than avoid my obligations.

I requested a response within 48 hours.

I received no response.

I am now reporting this because I find the lack of follow-through unacceptable.

This is not simply a case of an email being delayed. This is a customer who is in financial difficulty, has now returned to employment, is actively trying to engage with the bank and is asking for assistance to establish a sustainable repayment arrangement.

Every day that this matter remains unresolved has consequences for me.

During this period, my funeral plan also lapsed because I had fallen two months behind. I had specifically raised this issue with my Private Advisor, and he had indicated that he would investigate what could be done. Again, I received no meaningful follow-up.

What is particularly frustrating is that I approached FNB precisely because I wanted to resolve my financial position. I am not asking the bank to write off my legitimate debt. I am asking FNB to work with me to restructure my obligations into an arrangement that I can realistically afford now that I am employed again.

I also asked for consideration of a goodwill/ex gratia waiver of some of the accumulated bank charges that arose while I was unemployed, given my long-standing relationship with FNB. I have received no response to this request either.

At this stage, I feel that I have been left in limbo:

I have an income again. I am willing to pay my debts. I proactively approached my Private Advisor. A restructuring/consolidation process was discussed. I was told that forms and supporting-document requirements would be sent to me. Those documents were never sent. I have followed up. I have continued receiving collections calls. My funeral cover has lapsed. My written escalation has received no response.

I have now reached the point where I need FNB to take ownership of this matter.

What I am asking FNB to do:

Assign someone who will take ownership of my case and communicate with me directly. Provide me with the documentation required to formally assess my restructuring/consolidation request. Review my overall FNB exposure rather than having individual departments deal with each account in isolation. Provide a clear written response regarding the restructuring options available to me. Review my request for a goodwill/ex gratia waiver of the accumulated bank charges. Investigate what, if anything, can still be done regarding my lapsed funeral cover. Ensure that the relevant collections departments are aware that I am actively engaging with FNB to resolve my financial position.

I have been an FNB customer since 2012, and I would prefer to resolve this matter with FNB and continue my relationship with the bank.

However, loyalty has to work both ways. I need the same level of commitment from FNB that I am demonstrating by proactively trying to resolve my financial situation.

I am therefore asking FNB to urgently intervene and provide a substantive response rather than another generic acknowledgement.

I have given the Private Advisor sufficient opportunity to respond directly. I am now escalating this publicly because my previous attempts to obtain assistance and a response have not produced any meaningful action.