FNBs Inaccurate Systems and Service Discrepancy

Dear FNB,

I am writing to formally lodge a complaint regarding my recent experience with your pre-approval process and subsequent communication.

On 29 November 2024, I stayed up until approximately 2:00 AM to access your platform and successfully secure pre-approval for a birthday/Black Friday deal. Based on this pre-approval, the FNB app allowed me to complete the purchase. However, I was shocked and frustrated to receive an SMS from FNB the next day, informing me that my order had been canceled.

Later that evening, I engaged with a customer service agent, Ayanda, on the secure chat platform to determine why my order was canceled. She informed me that, according to the terms and conditions of FNB Connect, my credit rating did not align with FNB's risk appetite. When I sought further clarification, she repeatedly sent the same response, which highlighted inaccuracies in your systems.

When I requested contact information for higher management, she provided an abrupt response and ended the chat.

This situation is highly concerning for several reasons:

1. My credit score is more than sufficient to meet the required standards for qualification.

2. The discrepancy between the pre-approval and the rejection raises questions about the accuracy and reliability of your systems.

3. The time and effort I invested in this process have been wasted due to apparent incompetence on FNB’s part.

I kindly request a detailed explanation regarding:

The criteria used to determine my initial pre-approval.

The reasons for the subsequent rejection, especially in light of my adequate credit score.

The measures FNB will take to ensure such errors do not occur in the future.

The steps FNB will take to remedy this situation.

I trust that FNB values its customers and will address this matter promptly. Please treat this complaint as urgent and provide a resolution at the earliest convenience.

Kind regards, Shanice Munesar