*********** staff/ FNB'S lack to understand and help.

I've called FNB 15 July 2020, explaining to the consultant that I received a letter from my employer in which they said that they won't be able to pay me a basic salary effectively from August 2020, which means that I'll only receive commission, and that I want to apply for a six payment break, whilst I'm looking for another job. He told me to write an email to ***, accompanied with my ID and the letter from my employer. I did so and never received a response from anyone.

I received an text message the next week that my request was successfully implemented and I thought it was from FNB. I only realized when they deducted my the instalment of my personal loan again end of September that it was not from them, but the text message must have been from Sanlam. I had no problem with the deduction, because there was still enough money for the premium to go off.

I went to the branch to see if they could assist me. The gentlemen took me to the phones and put me through to a number whereby I had to hold for so long... I ended giving up and asked him to write the numbers down for me, which he did.

The next day, which was Friday, 2 October 2020, I called FNB again, I've explained my reason for calling and the consultant put me through to personal loans. I spoke to Nasreen Hoosain. She said the email address I was provided in the first place was an incorrect email address. I've told he that the email went through and no one came back to rectify me or they could have just forwarded it to the correct department. She asked me to send her the email I've sent FNB on July 15th, so she can sent it to the correct department. I did that and by Friday 9 October I haven't received any feedback from her, so I decided to send her a reminder email in which I've also complained about the service. She responded by saying that she is still waiting on feedback on the matter. Later she forwarded me the message from the correct department which she was sending my email to, which read as follows: 'Good day. Thank you for your email. Please be advised that there is no attachment. @Hoosain, Nasreen as per below it states salary cut, customer is still employed and claim covers for retrenchment /loss of income. Regards.' I was angered as she told me the first email which was an incorrect email, was for claims, and that she would forward my email to the correct department. Also, I stayed on the line for her to receive my email and the first the attachments were not on and she asked me to send it again with the attachments, which I did. She confirmed that she received th October thate attachments. So, I do not understand how she dealt AGAIN with claims, cause I've got no product which I can claim from with FNB, except my funeral cover. She than advised on 12 October that I should send an email to ***, which I did. I've got no reply.

I've decided to go on the FNB website to lay a complaint (***) there and got a reply on 19 October which read as follows: "Good day Miss Elizabeth Isaaks, Thank you for allowing us to assist you. Please be advised that the applications for Cashflow Debt Relief has been closed. Kindly note that we cannot assist you with a claim on your loan accounts as you are still employed, the credit insurance covers for retrenchment or loss of income. We apologise for the delayed response and any inconvenience this may have caused. Should you require any further information please do not hesitate to contact us again. Kind Regards, Bradwyn Ogle"

I've responded to the email saying that I face financial difficulties and I would like to have a payment break untill I can sort myself out financially. I cannot pay back the loan at this stage. What options did FNB gave their clients who has financial difficulties in the past? Does that mean we need to pay whether we can or not? What are my options? And please do not come with reduced payments, because I cannot. I've cancelled what I could and took payment breaks where I could as well. You are the only company whom I've been battling with for so long for help and get nowhere. I had reverse my loan premiums last month, because I could not afford to pay, and it is going to just get worse from here for me financially.

I'm tired fighting a losing battle. I will take my account somewhere else and I will make arrangements tomorrow with my employer not to pay my salary into my FNB account. Should you double debit my account it would be my whole salary, meaning that I won't even be able to afford to cover rent and other basic needs. You've shown me for more than four months that you are *********** and don't want to understand and your clients needs. You are not going to bully me into paying something which I cannot afford. I will simply leave and you will get your money when I can pay you. I'm now tired of this matter.

Regards Elizabeth Isaaks