********* FNB

I am writing to express my disappointment regarding the recent experience I had with FNB and the conduct of some of your employees. As a long-standing client, I have always valued the services provided by FNB, but my recent interactions have left me questioning the professionalism and commitment to customer satisfaction that I have come to expect.

Recently, I lodged a complaint concerning my insurance claim. Complaints Ref [***]. Unfortunately, the handling of this matter has been far from satisfactory. Despite my efforts to follow up, I encountered deliberate delays in communication, which have only added to my frustration. It is disheartening to feel that my concerns are not being prioritized, especially as a loyal customer.

Moreover, I was disappointed to find that I was not provided with a written outcome regarding my complaint. When I requested an escalation of the matter, my request was declined without any clear reasoning. Additionally, I asked for a copy of the recorded call related to my complaint, but this request was also denied. Such actions suggest a lack of transparency and accountability, which is concerning.

This is not my first experience with issues related to FNB's customer service, and it appears to reflect a broader culture within the organization. I believe that every client deserves to be treated with respect and to have their concerns addressed promptly and professionally.