Terrible FNB home loan process. Errors in App. No response from consultants.

I am a current RMB / FNB customer with all my business and existing home loan with them. I have an excellent credit rating (just checked on Trans union again) and RMB gives me a pre-approval notification every time I log into their online banking system.

I recently had the opportunity to buy a second investment property for a price well below the pre-approved amount stated on RMB banks website, so I put in an offer to purchase and that is when my nightmare started with FNB and RMB.

I started by clicking on the banner which appears each time I log into the online banking ans which states "you have been pre-selected for a home loan up to R***XX amount" and "click here" to apply. When you click on it there is a notification which says a home loan agent will call you back. I clicked on it every day for about 2 weeks, and received no calls back.

During this time I also went through the steps on the App where you complete all the details and upload the relevant documents. It is quite a comprehensive process which takes around 15 min to complete and each time when I tried to upload documents there was a system error. I tried this on 4 different occasions doing everything I can (eg making files smaller, saving in different formats etc) to no avail.

Only after about 3 weeks of struggling and asking the sellers of the property for extension and logging numerous complaints on FNB's website did a home loan department representative contact me. She took me through the whole NAV registration process again and then asked me to email certain documents as the "upload" function did not work. This representative assured me that she will personally handle my application and will provide prompt feedback. It is now a month later and I still have not had any feedback despite weekly and lately daily follow-ups. Not so much as a single reply to an email or phone call message.

In the last week I contacted my private banker and shared my frustration. He again promised to assist me and asked me to copy him in the email conversation, which I did. I have since send emails every day for 5 days to the appointed private banker and the home loan representative and still have not received a single reply.

Ridiculously bad service!!