Slogan should be "How can we NOT help you"

If it were possible, I would give zero stars.

I app**** for a debt consolidation loan in August. On 28 August, I received a notification that my application was placed on hold due to outstanding information. At no point did FNB proactively contact me to request this information. All follow-ups were initiated by me.

When I discovered that a settlement letter from Discovery Bank was required, I immediately obtained it and submitted it. After following up, I was advised via the FNB app to “be patient” while the team reviewed the documents. The next communication I received was that my application had been cancelled due to outstanding information.

On 01/09/2025 and again on 29/09/2025, I received SMS messages stating that an advisor would contact me. I spoke to an agent on 17/09/2025, who instructed me to reapply while on the call. The reapplication was declined. I am still waiting for an advisor to contact me in relation to the 29/9/2025 sms.

I have logged two complaints and sent numerous follow-up emails. At one point, I even asked if we were playing “FNB Bingo,” as I was given three different turnaround times for submitting the letter: 5 days, 7 days, and 10 days. Which is correct?

I am extremely disappointed in FNB’s lack of communication and effort to assist me. Every time I was told to reapply via the app, the application was declined, negatively impacting my credit score. How is this fair treatment of a customer? I feel prejudiced against.

FNB has taken away an opportunity for me to consolidate debt, close accounts, and reduce financial stress. It is clear that FNB does not value me as a long-standing customer.