Fnb wants you to stay in debt with them!

Dissapointed in fnb services is an understatement! On the 24th December I requested a settlement letter for my personal loan via secure chat as their head offices were closed on this day. Gabisile (from collections department), the consultant who assisted me said it would take 2-3 working days. At that point I am understanding as it is public holidays. I phoned in on the 27th of December and was assisted by a male consultant from their loans department head office(ref number: Rj***) I was then advised they had submit my request and escalated it and the team leader would assist me as I had to settle this loan before year end. I was then told by this consultant I had to wait another 5 days for a settlement letter! I again just understood and also told the consultant how urgently I needed this letter. On numerous occasions after this I have chatted to Gabisile via secure chat. And I have been given the run around, then it's said 7 days, then it's said 24 - 48 hours. I was even told that this settlement letter was sent to me (LIES) and when I told the consultant that I did not receive anything then the consultant asked if my email is working and my response was YES I received a reference number on this email from your offices for my request to get the settlement letter and secondly if an email adres is not working it will immediately show that the email you are trying to send is not going through due to the email not working. The consultant only said noted and requested a new email address. I asked how long wil it take for the "already drafted settlement letter" to be resend to me via the new email. The consultant said 1-2 days. A full day had passed after that and I only receive an email confirming my request and the email said i had to wait another 48 hours. At this point I am furious because why all the run around when one wants to settle their debts with your bank. I even told the consultant i would then have to give your bank a bad review on HELLOPETER as i had already laid a complaint with the bank and absolutely no response. The consultant again just said noted, as if they do not care. Is this because you want one to be in debt and your bank does not want to loose out on interests and extra money. I am disgusted by how you treat your clients at the least.

I am furious and disappointed at the fact that I am still being given the run around since the 24th December 2025 only for a settlement letter! And today it is the 7th of January 2026 already!

What I really don't understand is why this bank does not allow one to access this formal letter from an fnb bank/branch or on your app or on the online banking platform like other banks do?

What's more interesting I had phoned in on numerous occasions before this incident requesting my settlement amount as I kept track of what I owed and even when calling them they would say they cannot access this data because I don't have an app and there is no other way to confirm it's me.

I really want to know why all this fight and struggle and run around when one wants to settle your loan/debts with this bank.

I would never ever get a loan from or do any sort of business with this bank ever again. I am also closing my account that I had to open just to keep track of my balance and tried to get settlement letter from.