Lindiwe Masola (Manager)

Dear All

I had a loan with FNB's Easyloan franschise and paid it up on the 02 September 2017 and e-mailed the P.O.P to Pretty Nkosi to close the account. I continued to receive calls from a third party claiming that FNB had handed over my file on the 15 September 2017. I called the contact centre on numerous times and i remember i once spoke to Sbongile who advised me that the payment reflects on their system but Pretty did not send an escalation to have it close, Sibongile promised to do so but i guess she did not. In October 2017 i received a call again from the same collection company and requested that i be forwarded an e-mail to send POP but they didn't. On that very month i received a call again and asked to speak to a supervisor and the consultant took my name and number and promised that i would receive a call from the Supervisor which i did not.

End of October a different consultant called me again and i lashed out and told him to that i did not owe FNB and i'm still waiting for a supervisor from their company to call me as previously promised. on 31 October 2017 i logged on to my bank profile and realise that FNB debited from End September and each transcation showed two debits, i disputed those debit immediately. i visited their branch and was initially assisted by Yoliswa Mkhize who advised me that there was nothing she could do except put me through to the call centre, I called them from 15h13 with no reponse and at 16h30 someone picked up the call and dropped it. when i attenpted to call again i got the voice note advising me that their office hours are from monday - friday and closing at 16h30. I stood up and went back to Yoliswa to tell her what had happened and she said they have closed and i would need to come back the following day but i refused and told her that i was working so she stood up and approached Lindiwe Masola.

Lindiwe asked what happened from the beggining and i told her the whole story she opened the system and tracked everyone that i had previously spoken to, took down my details and promised to call the following day when she has more information. The follwing day she called me and told me that she had sent their call centre an e-mail and will update me all through-out the day and she did shame.

I am writing this because not only did she have my account closed she also got me my paid up letter and forwarded it to me immediately. Please note that i am not thanking FNB as whole but Lindiwe who lived up to her promise. Thank you Sisi and by my writing this i hope you will receive a performance bonus or voucher and be acknowledged for the great work you do in that branch.

YOU ARE A STAR SO KEEP SHINING.