FNB TEAM IS USELESS AND ***********

In more than 15 years that i have been banking with FNB for the 1st time i'm extremely disappointed and frustrated with the bank and the *********** people working there. Since May i have been requesting the bank to update my mortgage protection plan after i received a further loan. During the month of May i phoned the insurance section they said they can't do updates on an existing cover. I phoned the Homeloan dept , i was told that i need to speak to the sales section of homeloan, apparently they were supposed to do the insurance amendments during the application process. When i eventually got to homeloan sales i was told they also can't do it. I asked my private banker to assist, a couple of emails were send around but to date she still can't resolve the matter, i wonder what we're paying for.

Throughout this process i kept on phoning the Mortgage Protection (MP) insurance section, i spoke to Nkululeko on several occasions. Mid June i got feedback from him that IT dept(Interesting to hear that IT updates insurance, anyway i don't know how the internal systems work) will update the cover amount and that i'll receive the updated schedule. After 2 weeks of not getting the documents i followed up, to my disappointment i was told it's not updated. I last spoke to Nkululeko on 29/06/2020 he said he'll follow up and provide feedback, more than a week later i'm still waiting for that feedback. On the same day that I spoke to Nkululeko i wrote to my banker hoping that this time something will happen. All i got was that they'll follow-up and provide feedback. A week later i'm still sitting with the same situation.

I'll NEVER understand how a big organisation like FNB fails to resolve such a small issue.

It's more that 2 months that i have been knocking at FNB requesting this important update, it has taken too much of time and wasted too much airtime in the process.

All along i gave FNB the benefit of the doubt that they'll come through but today i have made peace with the fact that i'll NEVER get a solution.

So i have to do what is best for me. I have put in notice to cancel my bond. i'll shop around for a home loan at other banks. Just imagine the cost that i have to incur due to in competencies at FNB.

The cancellation of the home loan accounts will be followed by cancelling all my FNB accounts. I can't deal with incompetence especially where you're charged to get a service.