NEW HOME LOAN

Absolutely the worst banking experience I have ever had. I chose First National Bank for my home loan because I already bank with them and expected a smooth, efficient process.

Instead, my application has now been delayed for over a week due to what is clearly a failure within FNB’s own system yet I am continuously being blamed for it. The issue relates to a DebiCheck mandate that I am required to approve. FNB repeatedly claims that the notification has been sent to my app, however: • Nothing has come through on the app or online banking • This has been physically confirmed at an FNB branch • I have followed up multiple times with the Home Loans department

Despite escalating the issue at least three times and sending multiple emails, I have received absolutely no feedback or resolution. No manager has contacted me, and no one seems willing to take ownership of the problem, as it is another departments issue clearly.

In the meantime, I am being told by attorneys that I am delaying the process by not accepting the mandate which is completely untrue. This is an FNB system failure, not user error.

FNB’s inability to resolve a basic technical issue is not only delaying registration, but is potentially costing me money.

Registration of the property cannot proceed (as per FNBs appointed bond registering attorneys) until this mandate is approved, meaning FNB is now directly holding up the entire transaction with no urgency to resolve it.

The lack of accountability, poor communication, and complete absence of service has been more than shocking. If I had known this is the level of service I would receive, I would have gone with one of the other banks that offered me the same rate and actually has an interest in getting new business.

If this matter is not resolved urgently, I will escalate it further through formal channels, including the Ombudsman and media channels. Extremely disappointed. Completely unacceptable.

Regards Greg Urquhart ***