FNB USELESS, STAFF ARE CLUELESS AND TECHNOLOGY DOESN'T WORK

FNB recently proudly offered COVID-19 relief to its customers struggling with loan repayments. I qualify for and need the relief offered, but for the last 6 weeks, I simply have been unable to even submit my application. FNB help desk told me that I need to use the mobile app, which I did, only to continuously get an error message that said the "system is currently unavailable. Please try later" - which is what I did, over the next 7 days, on over 50 occasions and got the same error message. I then visited the FNB branch at The Glen for help. I spent over 3 hours there, continuing with the same process and getting the same result with the staff at the branch liaising with the FNB IT department. Eventually, FNB conceded that the app did not work, but asked me to continue trying, which I did for the following week. I then complained to Hello Peter and got a quick response from FNB and advice from FNB to submit my application online. I did this while being lead through the process by the FNB advisor telephonically. That was over a month ago. I missed the June cut off for my loan installment, which put me in a difficult position financially for June. After not receiving any response since then, I became worried for the July installment as well and I made inquiries, only to be told that FNB has no record of my application and that I should resubmit my application on the Mobile App again - WHICH STILL DOES NOT WORK AND STILL GIVES THE SAME ERROR MESSAGE.

I have written many emails and made many phone calls requesting help from numerous sources within FNB to merely submit an application, but it seems that no-one is capable of helping me with this simple task.

It seems that FNB is actually not interested in helping it's customers - it only cares about presenting a good PR image.