1 reviews | Active since Jun 2010

15 Feb 2018, 09:03

Cession Letter for cancellation of Life insurance

Item: FNB (First National Bank)
Rating: 1
Author: Christa N

I am trying from 30 January 2018 to get a cession letter from FNB to move my life insurance from Liberty to Momentum.

I have sent the documents through on multiple occasions, FNB just does not give this letter to me. Friday, 9th of February I called FNB to ask for this letter, Again sent everything through to a personal email address: ********** This lady told me 2 days.

Tuesday, FNB sent me an email requesting the same documents again.

This morning I called again, the lady told met a complaint was lodge on 9th, but it is still not resolved. What happened to 2 days???

At this moment I am paying 2 policies, because Liberty refuse to cancel it. Is FNB going to refund me the policy??? As this is clearly not my fault???

Helpful (0)

Replies (4)

FNB (First National Bank)'s replyOfficial

15 Feb 2018, 12:14

Hello CJor09 ,

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***

FNB (First National Bank)'s reply15 Feb 2018, 12:14

Official

Hello CJor09 ,

Thank you for bringing this to our attention.

We truly regret taking note of your experience and the frustration this has caused.

A complaint has been routed to the relevant department and I have requested that they provide you with feedback.

I do apologise for any inconvenience caused.

***

Regards,

Client Experience Team

Email address: ***

Tel number: ***

FNB (First National Bank)'s replyOfficial

16 Feb 2018, 10:30

Good Day CJor09,

Thank you for your feedback.

We received your complaint yesterday and have provided you with the letter.

You will need to liaise with liberty as this is they process , you may advise them of the delay as the letter needed to be authorised.

Regards,

Client Experience Team

Email address: ***

Tel number: ***

FNB (First National Bank)'s reply16 Feb 2018, 10:30

Official

Good Day CJor09,

Thank you for your feedback.

We received your complaint yesterday and have provided you with the letter.

You will need to liaise with liberty as this is they process , you may advise them of the delay as the letter needed to be authorised.

Regards,

Client Experience Team

Email address: ***

Tel number: ***

Christa N's updateReviewer Update

16 Feb 2018, 10:35

I do understand that the letter need to be authorised, but I have requested this letter on 30 Jan 2018, FNB said 2 working days, which add up to 1 Feb 2018. (I have the proof that I requested it on 30 Jan 2018) But after u huge fight via Hello peter, I only received this letter on the 15th from FNB. Please advise why the 1 Feb moved to the 15th? Why did it take 17 days to get this letter if FNB have a 2 or 3 days policy?

Christa N's update16 Feb 2018, 10:35

Reviewer Update

FNB (First National Bank)'s replyOfficial

16 Feb 2018, 10:49

Good Day

Thank you for your feedback.

I have asked home loans to contact you in regards to this, as only they can explain the delay.

Regards,

FNB (First National Bank)'s reply16 Feb 2018, 10:49

Official

Good Day

Thank you for your feedback.

I have asked home loans to contact you in regards to this, as only they can explain the delay.

Regards,