I’m done with FNB: Settlement letter delays and empty promises

I'm extremely angry and disappointed with FNB’s service.

Since last Thursday, I have been requesting a loan settlement letter/quote. I have been calling every single day, and I have also made enquiries via the FNB app, but I keep getting the same useless response: “A request has been logged with the back office, and the letter will be emailed as soon as possible.”

It has now been 5 days, and still nothing.

Honestly, how difficult can it be to generate a settlement quote letter? This is not a complicated request. FNB’s systems should already be able to generate this automatically. All they need to do is generate the letter and send it to me. It should take minutes, not almost a week.

Even worse, this is a feature that should have been implemented long ago as self-service via the app or online banking. Many other banks already allow customers to generate settlement letters instantly. FNB is clearly behind and doesn’t care about customer convenience.

What makes this situation even more ridiculous is that I have a Private Banking account, yet there is absolutely no value in it. My private banker was also unable to assist and gave me the same response: I must request the letter from the loans department and wait for an email.

So what exactly am I paying for? What is the point of “private banking” if private bankers cannot even assist with something as basic as a settlement quote letter?

This experience has been beyond frustrating and unacceptable. I am 100% closing all my accounts with FNB as soon as this issue is resolved. I’ve had enough.