Failure to assist between FNB Homeloans and FNB Building Insurence Dept.

Can someone tell me how money goes missing between FNB home loans and FNB HOC (Building Insurance) department? and they still expect me to trace the money. how does that even work?

I am starting to have the biggest regret ever. FNB convinced me to switch my home loan from ABSA to FNB. i though it would be a good financial move. little did i know i would suffer from Day 1!

My Bond was registered on 15 March 2022, from Absa to FNB. Same Day FNB says i need to have Buildings Insurance, and i chose to take it with FNB for and amount of R638pm. we agree with FNB that they would deduct an annual Insurance Debit/premium of R7 623.96 from my home loan account.

This is where the plot now thickens. between the 15th March 2022 and 30 March 2022, i seat under the assumption that i have buildings insurance only to find out on 30 March 2022 that the building insurance was cancelled on 15th March 2022. I asked for the reason and im told, the debit bounce.? how does a debit between FNB Accounts bounce? money paid by FNB home loans to FNB insurance bounced? and im the affected party?

i ask home loans, they say the money was paid out of my bond account and proof in the form of a statement provided. I ask HOC whom, to this day, 2022/04/22, still say the money never made it into their account. so where is my money FNB?

Then i request that the money be refunded back into my home loan account, which was like asking for the lord almighty to come back with immediate effect. i have been sent from pillar to post. i have sent emails that go unanswered. i call and get no assistance. all i am told is that it will be escalated? how many times does one thing get escalated before it is resolved?

in the mean time, from 30 March 2022, to date, i receive a minimum of 3 sms'es and 3 telephone calls from FNB, get this, Telling me that in the 15 days of my bond being with FNB, i am now in arrears. Arrears? every single day i am called to say my account is in arrears. the consultants are so rude they tell me i must stop buying things i can't afford and that the longer i stay without paying, the more my debt will accrue interest?

FNB, are you seriously threatening me, with problems caused by yourselves internally? is this how paying customers are treated?

Can i please have urgent resolution to this problem as i have been struggling from the 15th March to this day, and no one can be bothered to resolve this issue. Can i please have the R7 623.96 refunded back into my home loan account. if FNB is failing to do so, please provide formal reasons in writing as to why so i can take this further. i have been very patient with the 2 departments at my own expense. they refuse to call each other internally and force me to be the one to call between the departments.

It cannot be that there is such a disconnect within your structures. this suggest incompetence at an alarming level and with people's finances. Please finalize my case so i can move on with my life.

My Account details are as follows for ease of reference: Home Loan: *** HOC Policy (Building Insurance): P136387/02

PS, the question, out of 1 to 10, how likely are you to refer friends and family to FNB?..........i give you a 1. the complement i gave to the 2 ladies who helped me previously still stand but i now review my scare of the bank. this is client confidence destruction at its best.