NG
Nicole G
1 reviews | Active since Jan 2022
09 Jan 2022, 17:03
Student Loan "Call-Back" System that is essentially a dead end
I have been banking with FNB since July 2021. This year I will be doing my postgraduate at UCT and wanted to take out a student loan with my bank. However, their only avenue is to ask them to call you back on the website... I went into my local branch and they turned me away. I have been filling out the form for them to call me back since the 14th of December and no one has contacted me. I'm seriously considering moving to another bank but I'm posting here in the hopes they see this and actually respond. This call-back system is probably the dumbest thing I've ever encountered and I cannot believe I haven't seen more complaints about it. I assume others have just given up and moved banks.
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Nicole G's updateReviewer Update
19 Jan 2022, 15:07To clarify for those reading this review about what was done on FNB's part after I posted this:
They were very quick to respond to this complaint and over the phone, I was told that their call-back system was not working (and they were looking into it).
After taking none of my details the person told me I couldn't get a student loan from them. When I pointed out I hadn't given them the details of the surety or the amount I wanted to loan yet, they then told me to fill that out in the call-back form.
If you're already seeing a problem here then you're clearly operating on more of an intellectual level than the operator I spoke to.
I pointed out (the problem) that he had just told me the call-back system didn't work so there would be no point in me filling out details there. He then gave me a generic email address to forward my information to instead of dealing with it himself.
After sending my information off, my case was bounced between 6 different people who all asked me for:
1) My surety's details
2) My call-back form numbers
Both these pieces of information were written in the first email but every time I rep**** it was bounced to a new operator who clearly didn't know how to scroll down on an email chain...
they eventually stopped emailing me back and it has been over a week since I last heard anything since "my case was forwarded to student loans".
Don't bank with FNB.
I'm moving banks this week.
They were very quick to respond to this complaint and over the phone, I was told that their call-back system was not working (and they were looking into it).
After taking none of my details the person told me I couldn't get a student loan from them. When I pointed out I hadn't given them the details of the surety or the amount I wanted to loan yet, they then told me to fill that out in the call-back form.
If you're already seeing a problem here then you're clearly operating on more of an intellectual level than the operator I spoke to.
I pointed out (the problem) that he had just told me the call-back system didn't work so there would be no point in me filling out details there. He then gave me a generic email address to forward my information to instead of dealing with it himself.
After sending my information off, my case was bounced between 6 different people who all asked me for:
1) My surety's details
2) My call-back form numbers
Both these pieces of information were written in the first email but every time I rep**** it was bounced to a new operator who clearly didn't know how to scroll down on an email chain...
they eventually stopped emailing me back and it has been over a week since I last heard anything since "my case was forwarded to student loans".
Don't bank with FNB.
I'm moving banks this week.
NG
Nicole G's update19 Jan 2022, 15:07
Reviewer Update
To clarify for those reading this review about what was done on FNB's part after I posted this:
They were very quick to respond to this complaint and over the phone, I was told that their call-back system was not working (and they were looking into it).
After taking none of my details the person told me I couldn't get a student loan from them. When I pointed out I hadn't given them the details of the surety or the amount I wanted to loan yet, they then told me to fill that out in the call-back form.
If you're already seeing a problem here then you're clearly operating on more of an intellectual level than the operator I spoke to.
I pointed out (the problem) that he had just told me the call-back system didn't work so there would be no point in me filling out details there. He then gave me a generic email address to forward my information to instead of dealing with it himself.
After sending my information off, my case was bounced between 6 different people who all asked me for:
1) My surety's details
2) My call-back form numbers
Both these pieces of information were written in the first email but every time I rep**** it was bounced to a new operator who clearly didn't know how to scroll down on an email chain...
they eventually stopped emailing me back and it has been over a week since I last heard anything since "my case was forwarded to student loans".
Don't bank with FNB.
I'm moving banks this week.
They were very quick to respond to this complaint and over the phone, I was told that their call-back system was not working (and they were looking into it).
After taking none of my details the person told me I couldn't get a student loan from them. When I pointed out I hadn't given them the details of the surety or the amount I wanted to loan yet, they then told me to fill that out in the call-back form.
If you're already seeing a problem here then you're clearly operating on more of an intellectual level than the operator I spoke to.
I pointed out (the problem) that he had just told me the call-back system didn't work so there would be no point in me filling out details there. He then gave me a generic email address to forward my information to instead of dealing with it himself.
After sending my information off, my case was bounced between 6 different people who all asked me for:
1) My surety's details
2) My call-back form numbers
Both these pieces of information were written in the first email but every time I rep**** it was bounced to a new operator who clearly didn't know how to scroll down on an email chain...
they eventually stopped emailing me back and it has been over a week since I last heard anything since "my case was forwarded to student loans".
Don't bank with FNB.
I'm moving banks this week.