POOR SERVICE - FNB HOMELOANS

I app**** for a further advance on my homeloan on the 26th July. The application was allocated to Shenaaz Paulse. I have called several times since then to query if all the documentation submitted was in order and was told that it takes 7-14 working days to process. I sent an email directly to Shenaaz on the 2 August @11:12am and not even an acknowledgement of my email to date.

I contacted another home-loans consultant that I had the absolute pleasure of working with last year when I transferred my bond to FNB. From day 1 Tshepiso Madumo was every clients dream of how service level should be provided. She engaged at all times even when there were delays in the process.

I reached out to Tshepiso on Friday @ 16:25 relating my issues and requesting her assistance in my application. Tshepiso responded @ 16:35. Needless to say it was not within her space to assist, but she did forward the email to the relevant department and advised me accordingly.

NOW THAT IS CUSTOMER SERVICE!!!!!!

Acknowledgement of an email as well as confirmation of all documentation forwarded is the bare minimum!!!!! It is through service levels like this that makes me reconsider my stance as a client to the bank