Misleading FNB eBucks Home Loan Offer – R6,100 Cashback Not Honoured (Twice)

I am deeply unhappy with the service and misleading advertising from FNB regarding their Home Loan eBucks cashback offer.

FNB advertised that clients would receive R6,100 back in eBucks for registration costs when taking out a home loan.

First home loan (2014): We took out a home loan with FNB and never received the advertised eBucks benefit. Despite following up at the time, no one could assist or give a clear explanation.

Second home loan (2025 – another property): We took out a new home loan for a different house with FNB. Before proceeding, we specifically confirmed that we would qualify for the R6,100 eBucks cashback, and were told it would be paid within 90 days of registration.

After following up, we are now being told that we do not qualify because the home loan is allegedly not linked to an eBucks account. This requirement was never disclosed, nor were we advised how to link it.

Both my husband and I have active eBucks accounts, and a business eBucks profile was also visible on our FNB app. At no stage did any FNB consultant warn us that this could affect eligibility or guide us to ensure compliance.

This is unacceptable:

The offer was marketed without clear or transparent conditions

Eligibility was confirmed upfront by FNB

No guidance or warnings were provided

This has now happened across two separate home loans

As long-standing, loyal FNB clients, this experience is extremely disappointing. We are requesting that FNB honour the R6,100 eBucks cashback as advertised and confirmed.