Delayed Claim Handling and Poor Customer Service

I am writing to formally lodge a complaint regarding the unsatisfactory handling of my claim and the inadequate customer service I have received from FNB.

On 18 June I submitted a claim regarding my credit life claim. Since then, I have made multiple attempts to follow up on the status of my claim through various communication channels, including phone calls, emails, and visits to your branch. However, despite my efforts, my claim remains unresolved, and I have not received any substantive updates.

The delay in processing my claim has caused me significant inconvenience and frustration. Furthermore, I am deeply dissatisfied with the quality of customer service I have encountered. The representatives I have spoken with Bonisile, after holding on for how long, have been unhelpful, unprofessional, and at times, dismissive of my concerns. So was even able to correctly locate my claim stating that she has not received certain documents and 2 min later magically found them. I was refused to talk to a team leader or even get their e-mail address only told to mail the FNB life claims department which has not responded at all since Monday in any case. This level of service is unacceptable and not what I expected from a reputed institution like FNB. I will go to the ombudsman with FNB.

I request that my claim be addressed immediately and that I be provided with a detailed explanation for the delay. Additionally, I expect appropriate steps to be taken to ensure that such lapses in customer service do not recur.

I trust that you will treat this matter with the urgency it deserves and take the necessary actions to resolve my claim promptly as I will not to able to pay my loan accounts month end. I look forward to your response and a swift resolution to this issue.

C Dekker ***