Urgent Complaint: Unresponsive Service from FNB Home Loans

Dear FNB,

I am extremely disappointed with the service I have received while trying to get a simple query answered regarding my home loan (Loan Account Number: ***). Despite multiple calls to your contact center, I have been subjected to poor service, including calls being cut, endless transfers between departments, and a complete lack of accountability from your agents.

Each time I call, I am transferred from one department to another—sometimes as many as five times—without anyone taking responsibility to provide a clear answer. On several occasions, agents have simply dropped the call, forcing me to start the process all over again. This is unacceptable and a complete failure in customer service.

My request is simple: I would like to replace the life cover linked to my bond with an external life insurance policy and cede it to FNB as security for my home loan. I need clear guidance on the steps and required documents to complete this process.

I expect a prompt response from a competent representative who can take ownership of my query and provide a resolution without further delays.

I look forward to your urgent feedback.