First National Bank [FNB] South Africa review: Personal loans department

I received a notification on my app (Under offers) informing me that I was pre approved for a loan. This was not the first time I applied for a loan. I applied before, and the money was paid out into my account almost immediately. The second time I tried to apply, I experienced an issue with the app where it would not allow me to complete the application and sign the agreement. I called and was told it was a technical error. I then spoke with an agent who processed the loan over the phone and emailed a contract to me and debi check mandate, which I approved. I was told loan will payout in 24 hours which it didn't

I had to call to follow up again this time I was asked to email payslips which I did and still nothing I called again and this time I was asked for more documents. I asked why I was asked for all these documents. If I got a contract and approved the debi check,I was told they need to this approve the loan or else it won't be paid out. I sent the requested documents which was an employment confirmation. This time I was told that I will be called back with feedback and still no feedback.

I was called eventually this time it was about my company it seemed as if the person was asking me for the first time if I work for an abroad company and if so whether I have a contract end date or visa and this is after I emailed the payslip the day before and the contract about an hour or so earlier which shows they did not pay attention to my information at all which makes me question why I was approved before. This time I was so frustrated with the process, I informed him that I will no longer wait for feedback that they check and if its declined let me know there and then. Which this time I was not contacted at all AGAIN.

I told him I needed the money for an emergency and being played around by you guys like that was totally disgusting and unprofessional. I would have respected being declined and I would have moved on but this was just plain cruel. This is not how you treat people at all.

I worked in the banking industry for 7 years as a consultant and then manager and I have never experienced this type of treatment of clients at all. I know and understand processes fully. Which is why I questioned the flow of processes that were followed in this regard. I am utterly disappointed. I was informed previously by friends about their negative experiences with FNB but I did not think that since I was banking with you for over two years that I would be a victim of this treatment!

With this being said I will be taking this entire process to the ombudsman and spread my experience across all social media. Further more I would like to cancel the recent life policy I just took up and cancel all products I have taken with you guys. Thank you for the disappointing service I experienced with you. I will be switching my salary over to another bank as well. Thank you for the disgraceful distasteful treatment. I hope you learn from this and not treat someone else this way.

Regards,

Mrs L De Witt

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