FNB wont confirm that my temporary loan settled in May 2017 is closed.

Item: FNB (First National Bank)
Rating: 1
Author: Sipho N

I am very disappointed in the treatment that I am getting from FNB.

I settled a temporary loan in May 2017 and to date it is incorrectly reflecting on my credit record as outstanding. My credit score has been tarnished and I have lost a good deal that I could have benefited from.

I have been calling your call centre for three days and I am not being helped. I am being sent from pillar to post and my questions are not being answered. I have simply asked for a letter confirming that I don't owe anything and no one is helping me. They insist on giving me a settlement letter when all I have been asking for is a letter confirming that my account is closed.

There is apparently no process to help with my request and they are escalating. I have been waiting since Friday 6th of April

Helpful (0)

Replies (3)

FNB (First National Bank)'s replyOfficial

11 Apr 2018, 08:28

Hello

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***

FNB (First National Bank)'s reply11 Apr 2018, 08:28

Official

Hello

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***

Sipho N's updateReviewer Update

20 Apr 2018, 09:31

Today marks 16 days since I first called asking FNB to sort out my issue. It also marks 10 days since I got this automated standard reply form you noted above. TO DATE, MY MATTER HAS STILL NOT BEEN RESOLVED. Be informed that I will be writing to the Ombudsman as soon as the 20 day waiting period is reached. I'll be waiting for your phone call where you give me a million reasons why you cannot help me.

Sipho N's update20 Apr 2018, 09:31

Reviewer Update

FNB (First National Bank)'s replyOfficial

20 Apr 2018, 09:43

Good Day,

Thank you for your feedback.

Kindly be advised that your banker will be contacting you.

Kind regards,

FNB (First National Bank)'s reply20 Apr 2018, 09:43

Official

Good Day,

Thank you for your feedback.

Kindly be advised that your banker will be contacting you.

Kind regards,