Lack of Transparency in FNB Personal Loan Process

I am extremely disappointed with how FNB handled my personal loan application and the complete lack of communication throughout the process.

For months, the FNB app showed that I qualified for a personal loan. When I app****, I completed everything and signed the DebiCheck, only to be told afterward that I needed to upload an income letter. As a contractor for an overseas company, I do not receive a traditional salary letter.

The next day I received an SMS requesting documents with an email address. I emailed them, explained my employment situation clearly, and attached three months of bank statements as proof of income. I received only an automated reply promising feedback, which never came.

The following morning I called in and spoke to someone in Loan Applications who tried to help and emailed the validations department on my behalf. Despite this, the next day I received another SMS stating my loan was on hold awaiting documentation. By that time I had obtained a work verification letter from the company I contract with and sent it to *** with another explanation. Again, only an automated response.

Then, without any call, discussion, or explanation, I received an SMS saying my loan application was unsuccessful.

No one contacted me. No one explained the reason. No one allowed me to clarify anything.

I understand my situation is slightly unique, but your own loan brochure states that self-employed applicants may submit three months of bank statements, which I did. I also consider myself a loyal FNB customer. I have a credit card and a revolving facility with FNB and have never missed a payment on any of my accounts. I have also had a previous loan with FNB which was fully paid off with no missed or late payments. Yet when loyal customers with a good track record actually need help, it feels like the bank simply turns its back on you.

What frustrates me most is that I could not speak to anyone about my application, nor request a review or appeal. It felt like my application was just pushed through a system without anyone properly reviewing it.

I am asking FNB to explain why my application was declined and to properly review my case with an actual person, not just an automated system.