Pathetic service from a Private Banker

I would like to express my utter dissatisfaction in the service I have received as an FNB client.

This dates back to when I was applying for a home loan last year. I started the process and in the middle of it – I was taken over by a banker named Nikita Kishoon. That has been the most unpleasant purchase I have ever made in my entire life. I am self employed and have been with FNB for over 10 years now. Throughout the process my supposed banker kept telling me and my wife how we should be getting a cheaper property and yes I thought I get where she was coming from even though she did not understand why I was making such a purchase, it was more discouraging than a mere financial sounding board. Nevertheless the application was approved and granted. The various hurdles brought by banker in questions are for a discussion for another day. I would like to focus on the most recent interactions that has made me realise that I am not happy and even getting the service I should be getting from her.

I called in on 12th January to ask for a debit order date change on this exact home loan, the analyst (Lyn) sent me the forms the next day with no issues and I filled them out and returned them to her as requested. Days went on with no feedback till I called. My banker picked up and I immediately knew this conversation was going to go south. I asked for feedback on this and she immediately advised that she “told us that we were not going to be able to afford this bond”. I ask you – how does that conclusion come about? I have not missed a payment since the debit order started and am not planning to – I am merely just asking for a date change and I am being told about how I cannot afford this bond which has increased since approval due to interest rate hikes yet payments are still being made.

After I had an exchange with her about what I am trying to achieve, she then advised me to write my own motivation that she would send to credit. My question: what is she there for? Should she not be doing this herself? We move on: I called a few days later and no one has been answering my calls (maybe I call at a time they are occupied). I sent an email on Wednesday asking for feedback from both Nikita and Lyn and till present none of them have responded.

I will pose this question – is this the service FNB prides itself in? I would like to relay my disappointment AND also request that I be transferred to another banker as I do not see us working well in future with Nikita.