Home Loan Prepaid Application

On the 5th January 2021 I called FNB home loans to inquire about their process of Home loans prepaid application. A form was sent through and i was advised to attach supporting documents specified on the form. I was told that it will take 7 days for the matter to be closed from day of submitting the form. I filled in the form and attached one supporting document as requested on that form. I called in the morning of the 13th January since I received no communication since the 6th, to make a follow up on my application only to be told that there are two missing supporting documents. I Sent through the two extra documents on the 13th January 2021. On the 18 January 2021 , a consultant I was told is handling my account, emailed me another form to fill in and send through with supporting documents. I filed in that second form and sent it through with the requested supporting documents on the 19th January 2021. Later that day I called in and I was told that my documents are all in order and are at the validation unit. On the 21st January 2021 I emailed the consultant who I was told is handling my account asking him/her about the progress of my application and I got no response. Later that day decided to call in again and I was told that my documents are still at the validation unit. On the morning of the 22nd January 2021 I called in and the consultant who answered my call told me that my profile was not FICA compliant (meaning my application will be on hold until the FICA process is done). That consultant had to forward my documents during the call to the FICA section since nothing was done about that hiccup, where as all the documents required where already sent.

I decided to escalate my issue to the complaints department in writing and further through the call center because no one gives me feedback and one escalates matters unless I call in.

A matter that was to be resolved within seven day is now at week three because nobody is bothered to do their job. All the requested documents are within their system but no one does the capturing to update the system. I am here three weeks later without my money.