Impossible staff and queries! Here is how you can help me.

<p>I am still trying to enquire the calculation of my loan's interest. The National Credit Act, 2005, protects my right to understand all fees, costs, interest rates, the total instalment and any other details.</p> <p> </p> <p>I contacted the bank on the 06/01/2016 by walking into the Menlyn branch of FNB. Thabo assisted me in a very friendly manner and directed me to the FNB One building opposite the mall. I was held at reception but no home loan consultant was able to assist and the housing finance department was unable to assist. After being told to wait and no attempt was made to assist me, I left. </p> <p> </p> <p>I logged an online enquiry on the FNB website and received confirmation that I would be contacted within 24-48 business hours REF ********** Q. I was then contacted on 09/01/2017 REF HL003N8D1, but the operator ended the contact before I had the time to take my phone out of my pocket. I am sure 2 rings is not an acceptable time limit for normal people with better things to do that wait for the bank to phone to answer the phone. I returned the call and was told the person would phone again REF HL003MUR1.</p> <p> </p> <p>As I have received no response of any sort I went back to FNB Menlyn and requested to speak to the branch manager. Thabo helpfully directed me to Celeste Makgatho, the branch manager. </p> <p> </p> <p>I entered the Celeste's office and was greeted in an unprofessional manner, simply asking where (which company) I am from. I responded with myself for a query I would like resolved. I explained that I would like to see the interest calculation of my home loan. I proceeded to explain that if I had a loan for R100000 an interest rate of 10% app****, the interest payable monthly would go down if the timeframe and interest rate stayed the same. To this I received a "yes" but still no interest in helping me. While feeling very frustrated that the person that should be able and willing to help shows no sign of actually trying. After I refused to be referred to the call centre (who have yet to answer when I call), she called her in-house home loan agent, Adri. I was instructed to send an email with all of my requests via email. I asked Celeste what would be the response time, the answer being that would be difficult to say and no response time was confirmed. I find this disturbingly unprofessional.</p> <p> </p> <p>I proceeded to inform Celeste that I would like to also increase my loan (this would mean extra income for FNB), and told her that if a query is this difficult to resolve what would the process for obtaining the additional loan. I received a blank stare. I promptly left after it became apparent that FNB's staff has no intention of helping their clients with their queries and requests.</p> <p> </p> <p>Regards</p> <p> </p> <p>Disgruntled client</p>