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sejanep S

1 reviews | Active since Jun 2016

11 Sept 2026, 07:56

Home load prepaid funds disappeared!

FNB HOME LOANS – PREPAID FUNDS DISAPPEARED AFTER RESCHEDULING AND NO ONE CAN ACCOUNT FOR THEM

I am extremely concerned about the handling of my FNB Home Loan following a rescheduling request.

Over time, I had been paying additional amounts into my home loan, which reflected as prepaid/available funds. I specifically requested FNB to incorporate these funds into my overall home loan debt so that the money would no longer be available for me to withdraw or use.

Following the rescheduling, the prepaid/available amount disappeared, as expected. However, I cannot see evidence that the amount was actually app**** to reduce my outstanding home loan balance.

My concern is therefore very simple: where exactly did my prepaid money go?

If the funds were removed from the amount available for withdrawal, I expect FNB to demonstrate clearly how the full amount was allocated to my home loan account and how it affected my outstanding capital balance.

I have repeatedly contacted FNB Home Loans requesting assistance and a proper reconciliation, but I have not received a satisfactory explanation. I am continuously passed around, and the consultants I speak to appear uncertain about how the rescheduling was processed or how to resolve the matter.

I am requesting that FNB urgently:

Provide a full reconciliation of my home loan immediately before and after the rescheduling. Confirm the exact amount that was held as prepaid/available funds before the rescheduling. Show exactly where that amount was allocated when it was removed from the prepaid/available balance. Confirm whether the amount was credited against my outstanding home loan capital. Provide the transaction history/accounting entries supporting this allocation. Correct my home loan balance immediately if the prepaid funds were not properly app****.

This involves my money and a long-term financial obligation on which interest is being charged. I should not have to repeatedly contact FNB simply to establish what happened to funds that were already paid into my home loan.

I require a proper investigation and a written reconciliation from someone within FNB Home Loans who understands the rescheduling process, rather than another generic response or referral between departments.

FNB, please account for my money and correct my home loan account if necessary.

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Replies (1)
sS
sejanep S's update11 Sept 2026, 08:19
Reviewer Update
UPDATE TO MY REVIEW: FNB HOME LOANS AND PRIVATE BANKING SERVICE FAILURE
In addition to my original complaint regarding the unexplained handling of my prepaid funds following the rescheduling of my home loan, I need to raise a further serious concern regarding the level of service I receive from FNB Private Banking.
The difficulty I am experiencing in resolving my Home Loan matter is unfortunately consistent with the broader service I have been receiving from FNB.
I pay for Private Banking and have an assigned private banker, yet I genuinely struggle to understand what benefit I receive from this service.
This is not a new problem. I previously complained after my former private banker went for more than two years without meaningful engagement with me, proactively reviewing my needs, or maintaining the type of relationship one would reasonably expect from Private Banking.
FNB subsequently assigned Boitumelo to me. Unfortunately, the service has not improved.
Most recently, I repeatedly attempted to contact her for several days regarding matters requiring assistance. When I eventually reached her, she advised me that she was going on leave and would attend to my requests when she returned approximately a week later.

Approximately a month has now passed, and I have heard absolutely nothing from her.
No follow-up. No update. No explanation.
This is unacceptable for a service that I specifically pay for.

What makes this even more frustrating is that I am currently struggling to obtain answers from FNB regarding my Home Loan and the prepaid funds that disappeared following rescheduling. This is precisely the type of situation where having a dedicated private banker should add value - someone who understands my banking relationship, assists with escalation and ensures that my concerns reach the correct people.

Instead, I am left chasing FNB myself.
I therefore want FNB to address both aspects of this complaint:

Regarding my Home Loan, I still require a full reconciliation showing exactly what happened to my prepaid funds, where they were allocated and whether they reduced my outstanding home loan capital.
Regarding Private Banking, I want FNB to explain what service I am actually paying for and why, despite previously complaining about this exact issue and being allocated another banker, I continue receiving the same poor service.

I do not want this resolved simply by assigning me a third private banker. Changing the person without addressing the service failure is not a solution.
I want Private Banking management to review my relationship, the service history on my profile, my previous complaint, my recent unanswered requests and the level of service I have actually received compared with what FNB promises its Private Banking clients.

If FNB cannot provide the level of service attached to Private Banking, then it should explain why I should continue paying for that service.

Being given the name and contact details of a “Private Banker” is not a benefit if I cannot reach that person when I need assistance, my requests are not followed up, and I am ultimately forced to resolve my banking matters myself.

I am requesting proper management intervention, accountability and a substantive written response to both my Home Loan reconciliation and my Private Banking service concerns. I have already complained before. I should not have to keep fighting for a service that I am paying FNB to provide.