FNB First Warranty team is very unprofessional

As an FNB customer, I am very disappointed at the First Warranty team. I called them thrice on Monday 20th January to take up a warranty for my car. In all the three cases they said they will call me back but no one called me back.

On Tuesday I called again and frustrated as I was, a lady from the Engine Room agreed to help me. She took me through all the motions of a new policy including my debit order bank details and told me she had activated my policy to begin from the 1st of February and that I would receive my documents shortly.

Come Friday 24th January, I still hadn’t received my documents and on calling First Warranty, I was informed that no details of my new warranty policy exists hence the lady never loaded anything. My only details related to another company, Motorite which has nothing to do with First Warranty but is still administered by the Engine Room. Once again I was told someone would call me to do a new First Warranty policy but no one called me.

This is utterly worryingly and frustrating especially since this relates to a policy. If one cannot trust the origination process, how do I even know that I will be able to get hold of them if I ever needed to make a claim. Further, if FNB chooses to use third parties to offer services on their behalf, surely they should ensure their practices and behavior represent those of the group.