Unable to Obtain Pension-Backed Loan Statements – Poor Service from FNB

I have been repaying my pension-backed loan with FNB for just over two years and, during this entire period, I have never received a single loan statement.

I have tried multiple avenues to obtain these statements. When I contacted the Pension-Backed Lending customer service centre, I was instructed to install and activate the FNB App. After following those instructions, I was then told that this was incorrect and that I would need to visit a branch for fingerprint verification. Subsequent to that I was advised that I do not have an account with FNB so I cannot activate the APP. What makes this more frustrating is that FNB’s platforms consistently promise that a consultant will contact you within a specified timeframe, yet no one ever does. I have sent emails and made enquiries, none of which have received any response.

Receiving loan statements should be a basic and standard service. I am extremely frustrated and disappointed with the lack of communication and the poor customer experience.