- Poor Service

I'm not impressed with the Service I've received from FNB Loans department.

I've settled my loan account and upon logging on to online banking I noticed that there was a still a balance showing, I also know that I over paid when settling.

I called the loans department, and spoke to Mavhungu Murulani, who advised that I need to send through proof of payment, she was very prompt in sending me an email so I could reply with POP.

After sending this to her she responded with the following:

"Please note the payment was made from another bank. It will take 2 to 3 working days before it can reflect on the FNB account. You can contact us on Saturday 29/09/2018 to confirm."

This is in order however, note that the payment was made on Tuesday, 2-3 business days means payment should reflect today.

I checked my online banking today and noted that my balance was in a positive which means my payment has reflected and all that is required now is for a refund to be processed.

I then emailed Mavhungu Murulani, querying when I will be refunded and advising her about above. I also attached a copy of my transaction History to this email.

She then promptly and sarcastically stated that I need to call the loans help line on Saturday to check if the payment reflects??????

This makes absolutely no sense to me, and also indicates that she did not bother opening my attachment either!

My statement clearly states that the payment has reflected, WHY do I need to wait until Saturday to call and sit on hold again?

I would like this matter to be resolved as soon as possible thank you.

***Not a happy customer***