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Thabo M

1 reviews | Active since Oct 2017

20 Feb 2021, 14:31

FNB's Covid-19 Relief Fund turned Personal Loan, why?

When Covid-19 started, FNB offered payment relief to its customers in a form of Covid-19 Relief Fund, which could only be app**** for on their app, how it was explained was that they will suspend payments for 3 months on all your debts with them. What puzzled me was that they app**** a personal loan on my behalf without my consent, with its own term and interest, and I queried this with their departments concerned and told them I cannot indebt myself with such obligation, and my credit profile could not even afford this. I have requested FNB for clarity and proof of application for this personal loan and they can't provide it to this date. What I have been asking from FNB is to explain why the Covid-19 Relief Fund reflects a personal loan on my profile and to also provide proof that I app**** for a personal loan with them, they still haven't addressed the matter. Now they decline request to remove this "personal loan" from my account yet they cannot proof that I app**** for a personal loan with them. FNB has taken advantage of the covid-19 situation to indebt customers more instead of helping them as per their slogan "How can we help you?" This is ********** and against customers' consent.

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Replies (2)
TM
Thabo M's update08 Mar 2021, 09:07
Reviewer Update
Dear FNB, your reply below refers: I am not asking for explanation of what the covid relief fund is and how and when it was app**** for, my query was "why did the relief fund turn into a personal that was app****/granted on my behalf without my consent"? All you are doing is explain the covid relief fund and attached a 49 page document with meaningless info. Where is proof that I app**** for a personal loan or that the covid relief fund is a personal loan? I am not disputing the relief fund but the personal loan issue which reflects on my credit profile. Can you please address what is asked and not explain the covid relief fund???

Good day Mr. Maatjie,
We would like to provide you with feedback regarding your complaint.
We have investigated the matter and noted that you app**** for the debt relief initially on 9 April 2020 according to the attached logs from our FNB App:
You stated that:
  • You are permanently employed in the hospitality industry
  • Your employer was Leisure Options
  • Reason for requiring assistance was “Loss of extra income and salary reduction”
  • You also uploaded proof of emergency on the app – see proof which was sent for assessment and approved.
On 4 May 2020 you again accessed the app and check your status. You at that stage proceeded, confirmed the necessary declarations and viewed the pre-agreement statement. You accepted the agreement at 09:53. You will see that you accessed the app a number of times subsequent to that the last being on 1 July 2020. Kindly contact our personal loans department if you would like to make alternative arrangements regarding this debt relief loan or to understand better how it works, you can settle the facility or ask for the payments to be reversed if possible and the credit agreements paid from this facility will be in arrears. Regards, FNB Retail Service Recovery
TM
Thabo M's update26 Aug 2021, 11:55
Reviewer Update
Dear FNB. You have not addressed my query to this date. The covid-19 relief fund still reflect as a personal loan on my credit profile. I will now report this to the ombuds as a ********** account by FNB.