POOR SERVICE DELIVERY

I've been a client with FNB for the past 12 years, and even had investments with them. On the strength of their service up until 2020, I opened a Business Account with them when I registered my Non Profit Company in 2021. My NPC has been in start-up whilst I began the steps to raise Grant Funding, Donations, and local Investments, all which were dead-end activities, and so I resorted to developing offs**** investment initiatives, which are at advanced stages, but the need has been for an INTERIM Business Loan for 3 to 6 months for a recently-offered urgent business development with phenomenal community growth potential and annual turnover going into the R100 million bracket within 5 years, based on extremely conservative projections. I made an online Business Loan application on 13th April, received a reply on 14th April with a reference number quoted, and that a Business Banker would soon make contact. After a week, there was no response, so I went into the closest FNB branch where I was put onto the Help Desk telephone, and after 4 attempts of dropped calls, during which time I was told that my online application had not been logged onto the system, and eventually got through to a Business Banking Manager (apparently). That person re-app**** for me, and sent me an email the same day (20th April), to which I immediately responded with full documentation including Financial Projections for the 1st 5 years. On 24th April, I forwarded the updated Business Plan with information I'd received in the preceding weekend, and since then I have had NO reply from the Business Banking Manager. Today (2nd May) I have made numerous attempts to contact the Business Banking Manager telephonically, with the call dropping each time. I have subsequently sent another email asking for confirmation of receipt of my previous emails, and still have had no answer. I am now looking to escalate to the CEO and Chairman of the Board of Directors of FNB, as there is a critical urgency to have my NPC's application approved (less than 2 days), as the sellers of the business offered to my NPC are emigrating to the UK in a week's time ****h May) and the business cannot be left unattended.