FnB Cellphone Insurance is a ****

So far I had an unpleasant situation in terms of how my complaint has been handled.

1. I had decided to insure my cellphone around the 10th March 2022. The sales representative had asked me what cell phone I have and I told her that I have a Samsung A51s. She further asked how much was the value of my cell phone and I said I do not know how much it was since it was a gift she further said let look at he value of the phone since I had ran out of data she looked up the price for me and she said the value of the phone was R 4000.00 at the time. Then she said to me you do not insure the current value, you can insure it for a higher amount so when you claim at least you can have a phone of a higher value; so I decided to insure the phone for R 7000.00. The contract was sent to me on the 14th of March 2022.

2. On the 23rd of November 2022 it was unfortunate that my phone got ******. I had contacted FnB cellphone insurence about the incident. This is where I started getting bad customer service. I called on the 24th of November 2022 and I was answered by Thembisile Mnisi, I explained my situation of being ******, and she said that she will send me an email of what is required from my side; I waited. The following day the same thing happened. The following Monday she was the one who answered the phone and she told me the very same story. I also have other business to take care of so I did not make a follow up on Tuesday. On Thursday the 1st of December 2022 I called and I got Thato Mokoena and I told him that I have been calling and that Themisile has been telling me she will send me an email that is required from me. Thato eventually sent me the email.

3. On the 6th of December I sent all the documents that were required from my side (I had to ask my sister-in-law for all those documents as she gifted me the phone). Lungile Jiyane confirmed my submission of all documents.I then had to make a follow up asking what is happening with my claim via email I was told that the person who is handling my claim is on leave hence it was taking time to be processed. I had to make another follow up. At this point I was fed up and I asked to talk with their team leader Sheldon Harilal. I explained my situation to Sheldon and he said they are unable to give the amount of the phone that I had insured. They will only give the value of the phone and not the insured amount. 4. At this point I explained to Sheldon that I was sold lies. Why would they allow me to insure for a high amount only to get the same value of the phone I would have just insured my phone for the same value. I asked Sheldon to provide me with a copy of the sales of the insurance. I was given the round of the bush approach. Sheldon had referred to complaints.

5. At complaints the person handling my complaint was Harvention Malubana. I explained my situation to Harvention. I was told that my matter was being escalated. I was then given the prices of getting the record, Harvention told me that they will tell me the outcome whether or not management will decide if I will be able to access the sales record. I waited weeks and weeks waiting for the outcome. I even have to follow up on what is going on. Only to be told that Harvention is no more in this department he got promoted. I was told by Precious I don't know her surname.

6. Precious contacted me saying that they have noticed that she will be in contact with me in the next few days. This morning I got an outcome from Precious that they will only make a back pay of the difference of the premium that I was supposed to pay for the R 4000.00 phone and not R 7000.00. I did not accept but I said I will get back to her tomorrow at the same time.

7. I think it is only fair that I get what I signed for and what is sold to me. I cannot go outside the borders of the contract that I have signed. To make things even worse my claim is taking time to be resolved and my premiums are still debited with no phone being isured.