One month on a simple bond application.

Poor customer service as a first time home buyer and expected better service as a private client.

On 24 Aug 2021 - I contacted my private banker (Kershen Naidoo) via email informing him that I submitted an Offer to Purchase and I needed to apply for a bond. I received an automatic reply that he's out of office and I can contact Theresha Pranesh which I did.

She supp**** me with a Bond Application Form to complete.

27 Aug 2021 - I submitted all the required documents to Theresha and was informed that a home loan specialist was allocated to me and will make contact accordingly.

2 Sept 2021 - I emailed Theresha requesting feedback as nobody has been in contact with me regarding my application.

3 Sept 2021 - I was contacted by Phumi Basson who was the home loan specialist. She confirmed with me that I have shares in a business and requested 2020's financial statements of the business, as well as a letter from the accountant confirming my shares.

14 Sept 2021 - I provided Phumi with the requested documents that I had to obtain by the accountant of the business.

17 Sept 2021 - I email Phumi & Theresha requesting feedback as there was no response again. I was informed by Phumi it will be escalated as she is awaiting a credit response.

21 Sept 2021 - Phumi requested the 2019 financials of the business as well, this was for a Final Credit Assessment. I was disappointed in this, as it could have been requested much earlier and note that the business in question has done its banking with FNB for more than 5 Years already.

22 Sept 2021 - Supp**** the 2019 financial statements and asked that I receive feedback the following business day.

23 Sept 2021 - Requested feedback regarding the application as none was received, this was also just ignored. I then contacted Phumi on the number provided with no answer. I also contacted my Private Bank Kershen who said he will investigate the matter as I informed both him and Phumi I only have time till the 28th of Sept 2021.

27 Sept 2021 - I had emailed Phumi, Theresha, and Kershen requesting an urgent outcome to this matter and that I expected feedback by 10:00 am Only Phumi called me at 08:30 to say that she understands its urgent.

I called her back at 10:30 with no answer. No further feedback was received from Kershen or Theresha.

I find this whole process disappointing, there is absolutely no customer care or a sense of urgency. It feels as if I could have walked into any branch and received the same service. I have provided all my personal information as well as that of the business I hold shares in. Until now I do not know if the bond is approved, what the interest will be, or if I have to give a deposit.

Should this poor level of service continue, I will remove my personal account as well as my three business accounts from FNB to another bank. Its pathetic that one always have to go to this extend to get some basic service.