*********** FNB staff - we are paying for their stuff up!!! NOT ACCEPTABLE!!!

Since March 2020 I had been requesting a payment break / holiday from FNB homeloans for months (April May and June) as I had been temporarily laid off from work and I explained that I work in a Travel Industry and due to the pandemic we had been worst affected. I also requested that as I was not able to make payments for those 3 months, I required an extension to my term to cover for the 3 months. I was requested to submit documents which is what I did. None of the FNB consultants could understand my request (which wasn’t rocket science by the way) and eventually got told by Valma Crowley that she could offer me a Covid Relief plan, however this is a loan in itself and would have to be paid off during a specified time frame + interest. I did not agree to the loan. Miraculously the loan had been granted as this reflected on my FNB app and I requested that it be cancelled with immediate effect as this is NOT what I requested. I requested a payment break / holiday and not a Covid Relief option from FNB! I called FNB homeloans department several times to request this option and had been pushed from pillar to post. I also advised FNB that my account had not been debited and started paying into the homeloan account manually. There were MANY debits and credits during this period that transpired through my cheque account. AGAIN, no-one actually knew what they were doing, My bank account looked pathetic with the debits and credits! ONCE AGAIN, the *********** employees of FNB I had to deal with was a nightmare! Valma Crowley then re-directed me to Yogini Pillay (on behalf of Patience I was told). Yogini tried to assist with back and forth conversations and on the 18th September 2020 at 16h08 resolved the account for me. At this point Yogini advised that the account had been up to date and that an additional amount of R292.44 had to be paid to bring the account to current (which is what I did). She advised that according to the app I qualified for a 17month extension to my term which will terminate in 2029 and a 2 month moratorium for October and November 2020. This was also to cover for the 3 month break May June and July. This was discussed between my husband and I and we agreed to what was being offered by Yogini. With the above being said, no payment from my end was made for October and November 2020. The regular, prompt payments had again kicked in from December 2020, Jan 2021 and Feb 2021. These had been successfully paid over into the homeloan account. Since the beginning of this week (being the 22nd Feb 2021) my husband and I had been receiving calls and emails stating that my homeloan account is in arrears for May, June and July 2020. In February 2021, I am being advised that I have arrears for May June and July 2020???? I am now being told that the amount in arrears is R19200.97 and this needs to be divided and paid over the next 12 months over and above my monthly installments. This being an additional amount of R1600.01 every month. I unfortunately DO NOT have an additional R16001.01 to pay for over and above my monthly installment for an error that’s not even mine to begin with! SOMEONE needs to take ownership and responsibility for messing this up! I REQUIRE URGENT FEEDBACK TO THE BELOW; •WHY was I advised in September 2020 that my account had been up to date! •Is MAY JUNE and JULY 2020 NOT prior to September 2020? •WHY is this only being rectified in February 2021? •WHY am I not being offered a restructure on HOW to make payment for the arrears? 12 months is NOT ideal! What are other alternatives and why am I being dictated that this should be paid over 12months ONLY! These terms DO NOT meet my financial requirements unfortunately! •WHY was this not rectified in MAY JUNE JULY AUGUST 2020??? •HOW would the so-called app in September 2020 dictate that the account had been up to date and granted me an extension of 17months IF my account had actually been in arrears? •IF THE adjustments had not been done from an FNB perspective – I will NOT pay the price for it! •WHAT is wealth migrate and upon whose instruction had I been migrated? – what does this mean to me as a long standing client of FNB? – why was this not communicated to me? •WHY is Yogini stating that the Wealth Migrate manager has refused to restructure? WHO is the manager? I would like him/her to contact me ASAP! I have not defaulted on ANY of my payments prior to April 2020 and post July 2020 – I am certain your system will verify this (the same system that I have NO faith in, quite frankly!) I DEMAND call recordings, more specifically the recording between Yogini and myself on the 18/09/2020 at 16h08 confirming that the account had been up to date! This has negatively affected my credit rating and I have been receiving calls from assessors wanting to schedule an appointment to view my property……… (TOTALLY UNACCEPTABLE) Does ANYONE at FNB actually know what they’re doing? I have in my possession CONSULTANTS NAMES, REFERENCE NUMBERS, DATE and TIME of each and every logged query with FNB regarding the above which I am happy to share if required. I REQUIRE A RESOLUTION AND A THOROUGH INVESTIGATION ON MY ACCOUNT ASAP!!!! I ALSO REQUIRE FEEDBACK ON ALL OF THE ABOVE MENTIONED POINTS! I WOULD APPRECIATE from FNB TELEPHONE CALL and / or reply via return mail from Management and NOT another consultant! None received or acknowledged.