Trying to cancel a bond - "How can't we help you?"

We want to cancel our home loan and move it to another bank. We already have approval from the other bank and attorneys are busy with the transfer.

All we need is FNB to send the cancellation figures. I have completed the form received from FNB and sent it to *** as requested.

FNB came back and said the attorneys have to submit the form. So they did. But the form keeps getting rejected.

Now I have tried again, and nothing.

I have called my "private banker" who can't assist.

I have called the homeloans department. They cant assist.

They can only escalate to the cancellations department, who starts the process over in a loop of frustration. The cancellations department doesn't take calls. It is impossible to speak to a human or even a chatbot. You just need to send your mail to a single unattended mailbox and hope for the best.

FNB - Next time you ask "how can we help you" - here is how. Let us deal with humans who are willing to resolve our issues. This is why we are moving to a different bank in the first place.

Automation to cut down your cists and reduce your resources at the expensive of service which made you the bank you are today is NOT the way to go.