Utterly Disgusted with FNB Chat Support and Loan Closure Process

Dear Effy Mtembi

I am writing to express my extreme dissatisfaction with the pathetic level of service I experienced today via your chat platform.

I initially reached out for assistance because I was unable to select an option on the FNB App. The first consultant, Sanele, was completely useless in assisting me and simply transferred me to Digital Support without resolving anything. At 12:22, I was transferred and at 12:23 I received a message stating that a consultant named Thandeka would assist me. I immediately sent through the required information, only to finally receive a response at 12:31 — almost 10 minutes later.

While waiting, I proactively provided all the necessary details to expedite the matter, but Thandeka was utterly unhelpful. It was clear she either did not bother to read the information properly or had no clue what she was doing.

Furthermore, I have settled my loan in full by transferring the full outstanding balance into the loan account. However, the app still shows that I owe more money, which is absolutely outrageous. Despite explaining this clearly to Thandeka, I was met with incompetence and a total lack of assistance. I have not received my paid-up letter, nor was I able to close the loan, which was the entire reason for my contacting support in the first place.

FNB, your app is a complete mess, and your chat system is a joke. The service I received today is unacceptable. I demand that the following be sorted out immediately:

Proper confirmation that my loan is paid up in full. My paid-up letter issued without any further delay. Closure of the loan account as requested.

I expect urgent feedback on this matter. Your poor systems and useless service are wasting customers’ time and causing unnecessary frustration.

Sort it out.

Kind regards, Shahieda Hendricks