Yet another rant about FNB's Debt Review Department

Yet another rant about FNB's Debt Review Department... Following on my previous review, I'm nearing the end of my Debt Review and I only have my Bond to finalise before I'm done with it for good. So on the orders of my Debt Counselor, I was tasked to find out whether there were any issues with my Bond account before we take me off Debt Review. To my surprise, according my to Internet Banking Detailed Balance of my Home Loan, I was in arrears to the amount 35K?

I then promptly hopped over to my local FNB Branch to try and ascertain where the arrears amount might have originated from (as I had been keeping up with payments and also increasing my bond contributions when asked to do so by the Bank this was odd). My attempt to find information was in vain as even the Home Loans Department could not provide me with an answer. The case was escalated to the Debt Review Center and I was told to wait 5-10 working days for a response from them whilst they reconcile the account.

It is now 13 working days later and I decided to give their call center a bash. I got through to a consultant and explained my story. He corroborated that there was indeed a call made to them on the 13th of January 2020 from the Home Loans Department querying the arrears amount on my account, but that nothing had been done about it? It would seem that nobody bothered to follow up on the ticket that was generated? He then kindly advised me that he was immediately escalating the case to their Recon team, but that it might take another 15-20 working days for them to complete the recon on my account.

Now, although I appreciate the actions taken by the Call Center consultant, it does not excuse the fact that I had to phone back after the initial waiting period of 5-10 working days only to find that my case was not even picked up by anyone. This is poor service delivery at its best.

At least this time around I managed to get a reference number from them.