Home Loan Query

Hi FNB, I made a query over two weeks ago, with respect to my home loan and was told I would be contacted within 3-5 working days via email but no contact to date. My reference number is HLOOBZAD1 and was given this by two employees that I engaged with. One of the ladies names was Rosetta who was not polite pr helpful at all. I look forward to your response and resolving my query.