NO LOYAL CUSTOMER SUPPORT AT FIRST NATIONAL BANK (FNB)

I have been a loyal FNB customer for over 15 years and have progressed through different banking profiles due to the growth of my income over the years. To date, I am under the bank’s private client’s category due to the level of my income. What I have articulated proves my loyalty as an FNB client, and the reason for staying with the bank for this long is not because I have not received other offers or tried to be poached by other banks, I have remained a loyal client simply because I believe in the brand, and I am content with the products on offer.

In 2015 as a first-time home buyer, I was ecstatic that during the bond application stage, I am a loyal client to FNB, and therefore, should any other offers come from other institution, my obvious preference would be the institution I have banked with for many years. When I was made aware that FNB was not willing to take a chance at me, as loyal as I am – to say I was disappointed with FNB would be an understatement. I received a 100% bond offer from a different institution, meaning, an institution that has never dealt with me in the past, put faith in me, something my own bank failed to do. A few years down the line (not sure what could have prompted this – maybe fear of losing a client), FNB tried to poach me to move my bond under their management, and I did not consider this, as I knew that I will be looking for a bigger home soon, and seeing that FNB has shown interest in managing my bond account, I was excited and comfortable on approaching them for my next bond. Little did I know that I was in for a surprise!

In May 2022, I embarked on a process of seeking for a bond finance approval through a bond originator. FNB was at the top of my list as the preferred institution for my bond approval. It is important to also mention that since 2015 when I app**** for my first bond and was declined by FNB, since then, my salary has multip**** 3 times the amount, and have less monthly commitments . During the application stage, FNB has full access to my banking profile, and they understand that I do not have many monthly commitments. Any form of default that has happened in some of my commitments 5 years ago was dealt with, and there were acceptable personal reasons for such. FNB assessed my application and communicated a decline once again. This left me puzzled, as I do not understand the basis of the decline, as I’ve mentioned, I do not have much commitments on a monthly basis but yet the bank that I have been so loyal to over the years, showed me yet again that I’m just a number in their database, and any form of loyalty I have given, will not be reciprocated in any shape or form.

I found it a low blow that yet again, other institutions that I do not even bank with are willing to offer me a bond amount, but FNB was not even willing to offer a minimum and request that I finance the rest through a deposit. I challenged FNB’s decision and even went as far as sharing the other banking institution’s offer, but that did not move my banking institution, instead I was arrogantly told that the decision remains.

I do not wish to leave FNB as I have been banking with the institution for so many years, and even went as far as opening two FNBY accounts for my two children, to show the level of loyalty I have to the brand. This level of treatment and the feeling of being undervalued is forcing me to think that maybe it may not be a bad idea to move my banking profile to a different institution, as I feel appreciated everywhere else but at FNB.