FNB’s Negligence and Unexplained Affordability Decision Putting Client at Risk

I am submitting this complaint regarding the handling of a home loan application by FNB, specifically the conduct and communication from consultant Phatsimo Nkwanyana.

I referred a client, for a home loan. The initial affordability calculation was done incorrectly by FNB. Without any consultation with the client or with myself, the bank then altered the loan conditions. This change was made unilaterally and without explanation.

When the consultant later claimed that the client “no longer qualifies due to affordability”, I recalculated the figures myself last night and found no affordability issue. The client has a credit score of 650, stable income, and meets the criteria that FNB normally approves. The affordability explanation provided does not align with the actual numbers.

To make matters worse, no one at FNB is available today to resolve the matter. Calls are not being answered, and some are being rejected. This is unacceptable given the urgency of the situation.

This client has already sold her apartment, her current home is rented out, and she is now at risk of losing the property she is trying to purchase — purely due to FNB’s errors and lack of communication.

This level of service is deeply concerning. I request immediate intervention, a proper affordability reassessment, and urgent correction of the errors made on this application. A client’s housing security should never be jeopardized by administrative negligence.