Poor Service, Lack of Communication and Unauthorized Capitalisation of Access Bond Funds

Subject: Poor Service, Lack of Communication and Unauthorized Capitalisation of Access Bond Funds

I am posting this after multiple attempts to resolve the matter directly with FNB/RMB Private Bank through their complaints process, without receiving any meaningful response.

Several years ago, I moved my day-to-day banking relationship away from FNB/RMB Private Bank due to repeated poor service experiences. The only facilities I retained were my vehicle finance and home loan, as suitable alternatives were not available elsewhere at the time.

Unfortunately, a recent home loan re-advance application has reminded me exactly why I moved my banking relationship away from FNB in the first place.

Throughout the process, communication from the assigned consultants was consistently slow, responses often took days, and important information was either not communicated at all or only provided after the fact. The overall level of service fell far below what one would expect from a private banking environment.

The most concerning issue relates to funds that were available in my access bond. These were not bank funds, but rather my own money that had accumulated through additional payments made over and above my required monthly bond instalment. These funds were specifically earmarked for a project we are currently undertaking.

After accepting the re-advance facility, I discovered that these available access bond funds had been capitalised back into the bond. At no stage was I informed that accepting the re-advance would result in the available access bond funds being treated in this manner.

Had this been explained to me beforehand, I would simply have transferred the funds out of the access bond before proceeding. Instead, I only became aware of what had happened after the fact.

What makes this even more frustrating is that when I raised my concerns with the consultant involved, my email went unanswered. To date, my formal complaints submitted to FNB's complaints department have also not received any meaningful response.

I find it unacceptable that:

• Important implications of the re-advance were not clearly communicated. • Funds that I had personally paid into the bond over and above my required instalments were capitalised without my knowledge. • Emails requesting clarification have been ignored. • Formal complaints lodged through the appropriate channels have not been addressed.

As a customer with a significant home loan facility, I do not believe it is unreasonable to expect clear communication, professional service, and responses to legitimate concerns.

At this stage I am seeking:

1. A formal investigation into the handling of my re-advance application. 2. A clear explanation as to why the capitalisation of my available access bond funds was not disclosed beforehand. 3. A response from the FNB/RMB complaints department regarding the concerns that have now been raised multiple times.

I would appreciate contact from a senior representative who is empowered to properly investigate and resolve this matter.