1 reviews | Active since Jul 2011
Cancelled Insurance, FNB keeps debiting for one year afterwards!
<p>I have 2 bond accounts with FNB. I changed insurers around April 2016, cancelling both insurance policy with FNB and we supp**** all new docs (cession and proof of new cover)</p> <p>Around Sept.2016 I realized that they were still debiting me on 1 of the accounts, so I sent emails to enquire.<br /><br /></p> <p>Whereupon I also re-sent the cession from Liberty in favour of FNB. The two account no.s are very similar & nobody cared to check the issue further, they even sent confirmation that the policy was cancelled, ie. for the WRONG account. (That is, they re-sent proof that that the 1 policy was cancelled, which was not the one in question!) The subject line of the email clearly showed the HL account num.<br /><br />I also have an email here where I queried it ********** and received zero reply on 2 Aug. 2016. <br /><br />I have requested my money back on numerous occasions, I have been completely ignored, I have requested my policy documents which I never received, I have requested the complaints procedure tied to their insurance policy to no avail. In my mind this *****.<br />They came back now, today 9 Mar.2017, asking for a signed MPP cancellation form, as their angle is that they never received one. (Yet they had received, and I have proof: the Cession doc in favour of FNB & my policy schedule as proof of the new cover with Liberty)<br />Ie, nobody bothered to follow up as my intention to cancel this policy was VERY clear from the start - not only was the process bungled, they ignored many of my requests for guidance & proof of cancellation.<br /><br />All I want, is the monies wrongfully collected returned to me. I have been paying Liberty for exactly the same cover since April 2016. The cession doc FNB received is dated 17 March 2016!<br /><br />As a consumer & longstanding client of FNB, this is not the type of service I am used to. <br />Who is their insurer, and who is collecting this debit it says 'CPP' on my bank statement. I haven't had a straight answer, & as far as I know this is against FAIS regulations in SA - this MUST be escalated & dealt with, it cannot be seen as fair treatment, & it cannot be 'OK' with our consumer protection act.<br /><br />I am not in the habit of complaining, so I write this report reluctantly, but I have tried to resolve this with FNB internally ( I have counted 22 emails) to no avail. & several requests for 'Assistance to Cancel Bond Cover acc num ******X' as the subject line.<br /><br />I hope that FNB can respond, if I'm ignored here again or get some canned response nonsense stalling tactic, I'll make arrangement to move my 2 bonds, 2 business accounts, investment and personal cheque account forthwith. As FNB gets better at digital banking & tech, their personal service has deteriorated to the point where I'm willing to bank elsewhere.<br /><br /></p> <p>Looking forward to a speedy response.</p>
Good day Mr. thenorm
Thank you for bring this matter to our attention. Kindly note that we have logged this matter as a formal complaint with the following reference number: ***.
We do apologise for any inconvenience caused in this regard and assure you that you will receive feedback within the turn around time of 24 to 48 working hours.
Thanks regards
Rahim Salamaan
FNB Hello Peter Complaints Resolution
(W): ***
E-mail: ***
Good day Mr. thenorm
Thank you for bring this matter to our attention. Kindly note that we have logged this matter as a formal complaint with the following reference number: ***.
We do apologise for any inconvenience caused in this regard and assure you that you will receive feedback within the turn around time of 24 to 48 working hours.
Thanks regards
Rahim Salamaan
FNB Hello Peter Complaints Resolution
(W): ***
E-mail: ***
So far, 1 phone call (from a very nice person) and a promise to look into it....
Hope it actually gets resolved, as this is not just a customer service issue, this has cost me R2000+ in erroneously collected insurance premiums after it was clear that my intention was to cancel this insurance. Again, it concerns me deeply that the cancellation process is vague & is wilfully complicated & that it has taken me so long to get to the right people to resolve this (surely according to FAIS regulatory rules I should have easy access to the right people, at least to those collecting debits directly from my bank account?)
Still looking forward to an actual solution to this problem, I am in no mood to gift FNB R2000 on top of the fees they collect from me every month across 6 accounts.
I have stuck with FNB despite the decline in good customer service due to their superior technology and online banking, but I've let go of that loyalty and am ready to move pending the outcome of this issue. Fancy websites and online facilities are good and well, but not at the cost of real customer service - and it becomes evident when there are issues like these, I am not going to go to these lengths again to recoup what is obviously mine and shouldn't have been debited in the first place.
Still looking forward to a proper solution, & soon please.
PS. I am in & out of meetings all day, if I miss a phone call by 5 seconds and call back to no answer on your side, please don't send me an email saying your staff called me and I was unavailable.
Do me a courtesy (in fact I insist), send me an email instead, so that I have your responses on record should we need to proceed with further action.
Kind Regards,
So far, 1 phone call (from a very nice person) and a promise to look into it....
Hope it actually gets resolved, as this is not just a customer service issue, this has cost me R2000+ in erroneously collected insurance premiums after it was clear that my intention was to cancel this insurance. Again, it concerns me deeply that the cancellation process is vague & is wilfully complicated & that it has taken me so long to get to the right people to resolve this (surely according to FAIS regulatory rules I should have easy access to the right people, at least to those collecting debits directly from my bank account?)
Still looking forward to an actual solution to this problem, I am in no mood to gift FNB R2000 on top of the fees they collect from me every month across 6 accounts.
I have stuck with FNB despite the decline in good customer service due to their superior technology and online banking, but I've let go of that loyalty and am ready to move pending the outcome of this issue. Fancy websites and online facilities are good and well, but not at the cost of real customer service - and it becomes evident when there are issues like these, I am not going to go to these lengths again to recoup what is obviously mine and shouldn't have been debited in the first place.
Still looking forward to a proper solution, & soon please.
PS. I am in & out of meetings all day, if I miss a phone call by 5 seconds and call back to no answer on your side, please don't send me an email saying your staff called me and I was unavailable.
Do me a courtesy (in fact I insist), send me an email instead, so that I have your responses on record should we need to proceed with further action.
Kind Regards,