Just plain useless!

Beyond frustrated with FNB Homeloans/Structured Loans – they talked us into joining 2 of our separate FNB Homeloans into 1 consolidated Structure Loan – on which we then app**** for further lending consisting of 1. The so called “available amounts” in both of the original loans as well as 2. “further lending” over and above the original registered amounts.

As per usual, the further lending portion must first get registered at the deeds office before we can access those funds, but they promised us that we would be able to access all of the “available amounts” before registration takes place (seeing that that obviously takes quite a while). They then made these funds available for us to use in the newly created account under my FNB online profile, after which I took out roughly 50% of the available funds during Dec. However, when I then tried to/desperately needed to access the roughly other 50% of these available funds over this past weekend, my profile merely stated “R0 available” – clearly a (very big, very serious and very frustrating) mistake. I then tried to contact FNB on Saturay afternoon – first via their call center and then via their “Secure Chat feature” – which took about an hour only to hear that “there is nothing they could do at that point in time” – but that I “must contact their Loans dept between 8h-14h on a Sunday”. I then spent another +-30mins on Sunday only to figure out that the person who liaised with me via Secure Chat the previous day got her facts wrong and that I could – as I first expected - only contact them again on Monday morning.

I then spent/wasted another +-90 mins on their call center on Monday morning – speaking to probably around 7 or 8 different people – who provided me with 5 different numbers of which 3 different of these numbers were apparently for specifically the “Structured Loans” dept – but then all of those numbers takes you to the “general Homeloans” dept… like I said this stupid flow wasted around 90 mins - only for them to end up telling me “all they can do is to log the query in which case someone WILL DEFINITELY get back to me within 48h hours”… by this time I was so sure that this statement will likely also not play out as hoped for/promised – so I actually logged another query/ticket – just to make sure that I double my odds of someone actually responding in 48h… it’s now been more than 72h hours and guess what… no one from FNB has bothered to get back to me and I’m pretty sure they also don’t plan to – and guess who is the fool whose account will still be deducted with a hefty debit order including lots and lots of interest earned on FNB’s side at the end of this month…

To explain the extent of the lack of logic that is running around in FNB – if you call one of their call centers outside of their office hours – they somehow managed to build a flow that first ask you to provide your ID number – then you first have to verify it’s you via the in-app verification process – and only after that they tell you that they are closed… FNB – How Useless Can We Be?