1 reviews | Active since Jan 2019
You are just another number
App**** for a home loan. The bank has not to date been helpful except when escalated through complaints on a public domain. Even writing to their complaints department has not effect as you get directed from pillar to post. They first rejected a home loan after my divorce for the home which I am living in and have been paying for on my own without default. They could do nothing but grant me the loan after realizing that I have not defaulted on payment to the bank and that their indication that I did could not afford it was not logical.
The private banker was hardly ever available and then by chance ont he secure chat on the FNB app, I found out that my private banker was changed without the bank ever telling me this. SA Homeloans gave me a better rate with an additional amount available to settle and close my revolving account. FNB reassessed the loan with the higher value and came up with higher rate than my previous offer - some 0.85% higher than SA home loans and 0.6% higher than their previous offer. I asked the bank to reconsider and change at least to the previous rate offered. They have been adamant that my rate was market related.
When I asked my new private banker to write a letter of motivation, she indicated that she was sure that the sales consultant at home loans had motivated the best rate (although the sales consultant at home loans indicated that her letter could carry more weight) and said that she did not deal with home loans and that she could not write a letter on my behalf.
FNBs automated, statistical approach to doing business is really alarming and disappointing and highlights the danger of digitization with the bank clearly very controlled by algorithms and a lack of logic and person care for its clients. It is clear that FNB does not need business from people like myself.
Really disappointed and seriously considering ending my relationship with FNB.
" As discussed, I do not deal with the credit manager on the One Account.
I cannot give them a motivation on your behalf and I’m certain that #### has done all in her power to negotiate the best rate possible."
During my call to my notably irritated private banker I received a comment that I needed to decide what I wanted to do and that home loans has indicted that this application is going on for 3 weeks now. So the fact that FNB denied me the loan and relooked at it became my delay. The fact that FNB could not answer a question when asked was my delay. The fact that the consultant went on leave and did not have anybody to respond to her emails until I chased up was also my delay?
It is clearly the kind of service that has caused FNB to be rated the second worst bank in South Africa in the 2020 South African Banking Sentiment Index.
" As discussed, I do not deal with the credit manager on the One Account.
I cannot give them a motivation on your behalf and I’m certain that #### has done all in her power to negotiate the best rate possible."
During my call to my notably irritated private banker I received a comment that I needed to decide what I wanted to do and that home loans has indicted that this application is going on for 3 weeks now. So the fact that FNB denied me the loan and relooked at it became my delay. The fact that FNB could not answer a question when asked was my delay. The fact that the consultant went on leave and did not have anybody to respond to her emails until I chased up was also my delay?
It is clearly the kind of service that has caused FNB to be rated the second worst bank in South Africa in the 2020 South African Banking Sentiment Index.
Lesson in customer service FNB: the agent dealing with me from SA Home Loans was asked to do something non-conventional. The agent indicated that the request was not the norm but that he would submit to make an attempt. He called me shortly afterwards to tell me that the senior manager was only going to get be back on Thursday and that I could expect a response then. Even though the response is unlikely to be positive, the agent is displaying what customer service really is....displaying courtesy, respect and enabling clear communication by calling me. I am getting impersonal, vastly different service from FNB whose agents merely pass emails back and forth to deal with issues rather than talking to customers.
Lesson in customer service FNB: the agent dealing with me from SA Home Loans was asked to do something non-conventional. The agent indicated that the request was not the norm but that he would submit to make an attempt. He called me shortly afterwards to tell me that the senior manager was only going to get be back on Thursday and that I could expect a response then. Even though the response is unlikely to be positive, the agent is displaying what customer service really is....displaying courtesy, respect and enabling clear communication by calling me. I am getting impersonal, vastly different service from FNB whose agents merely pass emails back and forth to deal with issues rather than talking to customers.