Unprofessional Service & Unresolved Home Loan Request – FNB Home Loans

I am extremely disappointed with the unprofessional and negligent service I have received from FNB Home Loans regarding a capital reduction request that has been ignored for over five weeks.

On 13 December 2024, I requested that an amount from my access bond be app**** to the capital of my home loan. Mr. Martin Mothoa provided a PDF form, which my wife and I promptly completed and submitted the same day. We were assured that the process would take 10 working days—yet, as of 21 January 2025, the request remains unresolved.

Endless Follow-Ups, No Response: 🔹 Despite submitting the form on 13 December, Ms. Themba Khambule later claimed she never received it. Multiple emails to her remain unanswered. 🔹 On 20 January, I called FNB and was assured that someone would follow up—no one has contacted me since. 🔹 On 21 January, I sent three follow-up emails to Mr. Mothoa, who said his supervisor would get back to me—this never happened.

Unacceptable Service from FNB Home Loans: 🚨 Zero accountability—FNB staff ignore emails, fail to respond to calls, and provide no updates. 🚨 Severe delays—a simple request that was promised in 10 days is now dragging on for over five weeks. 🚨 No professionalism—staff make empty promises and then disappear when follow-ups are needed.

FNB, Fix This Now! I demand urgent action to process my capital reduction request immediately. The incompetence and lack of customer service at FNB Home Loans is unacceptable. If this issue is not resolved urgently, I will be escalating it to the Banking Ombudsman and taking further action.