Worst service FNB

I am writing this letter out of complete frustration and disappointment regarding an old loan account that I have been trying to settle for an extended period. Despite my consistent attempts to engage with your consultants and find a workable solution, I have been met with unhelpful responses, poor communication, and absolutely no meaningful assistance. This ongoing issue has become unnecessarily exhausting. Each time I request clarity, guidance, or settlement options, I receive contradictory information or get transferred endlessly without any resolution. It is unacceptable that a bank of FNB’s size and reputation allows a customer to struggle for so long while offering no proper support or accountability. Let me be clear: I am not refusing to pay this loan. I am trying to settle it responsibly, yet FNB seems unwilling or unable to assist in a reasonable manner. Your lack of action is what continues to escalate this matter. I am requesting the following immediately:

A full written breakdown of the outstanding balance, including interest and fees. A clear settlement figure that is accurate and final. A competent consultant assigned to my case who will actually resolve the matter instead of passing me from one department to another. Confirmation of the correct contact details and department responsible for handling this account.

If this pattern of neglect continues, I will have no choice but to escalate the issue to:

The Banking Ombud, The National Credit Regulator (NCR), Consumer protection bodies, and Social media platforms where customers share unresolved service failures.

I expect a response within 7 business days. I have shown more than enough patience; it is now FNB’s turn to act responsibly.

Regards, Shane Maart