*********** Consultant regarding a claim withdrawal

I’m really disappointed to be writing this....because my experiences with FNB have mostly been positive… but this one has been extremely frustrating.

I submitted 2 Health Cash Plan claims on 01.04.2025. One was processed & paid within a reasonable timeframe, so no issues there.

However, the second claim (HCP***) has been a completely different story....

On Monday, 13.04.2026, I received an SMS ( also visible on the app ) stating that my claim had been withdrawn as requested..... I NEVER requested for this claim to be withdrawn.

Since then: 1. I have sent an email with no response 2. I have called daily & was told the matter would be escalated 3. I have not received a single call back from an assessor

Today, I called again hoping for feedback & the consultant (Buhle) immediately responded that she “cannot assist” as the claim is still within turnaround time. As a FNB consultant, you ( Buhle ) should know how to engage with customers & learn the proper protocols.

This is NOT a standard follow-up....this is a dispute regarding an unauthorized withdrawal of my claim.

Being told “I can’t assist” in this context is not acceptable. If anything, this should have been treated with urgency & escalated immediately.

We are now less than 24 hours away from the 10-day turnaround time, yet I still have no answers.

FNB: Who requested the withdrawal of my claim? Why was it processed without my consent? When will this be resolved?

I expect urgent feedback & proper accountability on this matter.