NO FEEDBACK, NO JOY

I submitted a new application for a home loan on 09/12/2019 via the telephonic channel. Documents were submitted and confirmed received on 19/12/2019.

I have made 4 separate calls since then to follow up on the application and getting varying feedback with every call.

I was told that the application is with the verifications department, then the credit department and then back at verifications.

According to every consultant I have spoken to and the notes they can see on the system, no work has been done on the application since 19/12/2019!!!!

I understand that it is the festive season and people are on leave but surely someone, somewhere in your organisation was at work in the verifications or credit department and they could have moved this application forward.

At no point has anyone from the bank made contact with me during this process. I am left to follow up on something that has stalled for almost a month.

I am not asking for much - just the service that I am paying the bank for every month.

It's no surprise that your "valued" clients are leaving you for better service at other institutions. I've been a staff member (now ex) and client for as long as I can remember and the service seems to be declining year on year - just like your client base.

Keep it up! You'll soon end up with no clients to support.