First National Bank
Bad client service - FNB Home loans

I received the worst customer service. The application started on 12 Nov when I phoned FNB Home Loans and I provided the necessary details. Tebogo Matlomabe, contacted me. He requested documents, which I emailed to him on18 Nov and requested Tebogo to let me know if all was in order. I received no response and phoned on 19 Nov to speak to Tebogo, but he was busy. He phoned back on the same day and told me he had received everything and there will be an outcome not later than Friday, 22 Nov. I decided to do a follow up on 20 Nov. The call centre consultant told me that she couldn't provide an update as the application takes 5 -7 business days. I asked to speak to Tebogo and as he was unavailable, I asked that he contact me- no response. I emailed Tebogo on 21 Nov for an update - still no response. I phoned on Friday, 22 Nov, during the afternoon. The call centre consultant told me the application will take 10- 14 days.By now I had received 3 different time frames from different people at home loans. Other banks provided great customer service and an answer within 48 hours. I refer to the FNB slogan "How can we help you? " Did you help me by providing such bad customer service?

Company: First National Bank
Country: South Africa
City: Home Loans

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