Hellopeter
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1 reviews | Active since Jan 2017

14 Dec 2017, 07:03

Poor service from FNB! No expectations or updates set!

Not a happy customer!

I submitted my home loan application on the 7th November. I informed the consultant that I needed the funds in my account before the 24th November, I was advised that I will have the funds before the 24th November.

The entire process was not explained to me, and the attorney's contacted me on the 22nd November to sign the relevant documents, which they said they will submit to the deed's office (which takes long).

Basically there was no way I would be receiving those funds on the 24th November - and the consultant was shocked that I didn't know this, even though she didn't explain it.

After she explained it to me, I understand now that the process takes much longer, and I accept that. What I do not accept is that I am not kept up to date on the progress of the application and when I will receive the funds.

The consultant has not been clear with me, and I have had to ask for numerous updates - days would pass with no response.

I still do not know the following: 1. Where are we currently with application? 2. What are the next steps? 3. When will I be receiving the payout?

The attorney says: "We are only waiting for the proceed from the bank in order for us to proceed with registration."

The consultant says: "I had previously advised that your file is at the attorney and they are busy with the legality of getting the application registered of which they have the ins and outs of the progress of the application hence I advised [attorney] to give us feedback.

I on the other side make sure that I get your application approved and they take over from me till the application is registered. "

The application has already been approved - what is the hold up? Why can I not get clear updates with expectations set?

I was quite happy with FNB when I moved over earlier this year, and they have had great service up until now - this consultant has not delivered.

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Replies (2)
FNB (First National Bank)
FNB (First National Bank)'s reply14 Dec 2017, 09:32
Official

Hello Gareth-schroeder,

We truly regret taking note of your experience and the frustration this has caused.

Thank you for bringing this to our attention.

A complaint has been routed to the relevant department and I have requested that they provide feedback.

Ref Number: ***NF

I do apologise for any inconvenience caused.

Regards,

Hello Peter Complaints

Daffnie Govender

*** (option one)

's update18 Dec 2017, 16:02
Reviewer Update
Still not happy. Karisha David phoned me on Thursday(14th December) morning saying someone else will be urgently contacting me. I received the email from Karisha at 11:15AM saying that "the matter has been referred to the manager of the processing department for urgent intervention." On Friday (15th December), I received an e-mail at 9:11AM saying, "We hereby confirm that your bond is lodged in the Deeds Office. " I emailed Karisha today(18 December) asking for an update, she advised me at 9:57AM, "I have requested urgent feedback from Preshalin Murugan, the processing manager who is busy investigating the complaint. We have requested he contact you as a matter of urgency." I have not received another email or phone call. I phoned the FNB complaints line(15:04) today for further information on my complaint. I was directed to Thando Made, but the voice message said he is not available on the extension, and that I need to leave a voice message. The same occurred when I phoned Karisha's direct line. Where are we with this escalation? Will I get paid out in 2017 or 2018? Why did it take so long for this bond to be lodged in the Deeds office? This is unacceptable and has been going on since the 7th November - I have escalated this issue, yet I am still not kept in the loop as to what is happening. These questions have still not been answered! 1. Where are we currently with application? 2. What are the next steps? 3. When will I be receiving the payout? These questions have been asked several times, and still I have not received answers, despite numerous e-mails and phone calls.