FNB Funeral Policy INCOMPETENCES

FNB Funeral Staff, from the employees to the managers are extremely ***********.

I am on a 36 month cash back benefit which ran from May 2023 to April 2026 and it is now time for the benefit to pay out but they are coming with every excuse under the sun as to why delays are concerned or to now expect the payment after the 37th premium is received, which is scheduled to occur in the next 3 days.

I have been calling the FNB Funeral Consultants from 24/04 to enquire about this and no one is able to give me a concrete answer with regards to this. I do not accept that I must pay 37 premiums to receive the premium due after the 36th month, that is not TCF and not nowhere in any of the agreements agreed to when the policy incepted.

Granted I have two months premium unpaid but that is the reason why I called them on 24/04 and was advised not to worry, these premiums can be deducted from the cash back benefit which is why the premiums were not brought to date. This was also confirmed to be an acceptable process by 2 consultants at FNB.

I have requested the telephone recordings, which has been stated to be made available "on request" which was 3 days ago and I am still waiting. I am in the process of completing an OMBUDSMAN Complaint. The level of incompetence from FNB showed in a simple cash back benefit speaks volumes as to how their procedures work and I dread the time that I will need to lodge a formal claim because if they are falling around now on a simple cash back query, how much worse when it is a time of loss. I will also raise the turnaround time in respect of documents as they are now trying to cover themselves instead of resolving.

I want this resolved so that I can remove my business and rather have the funeral benefit moved over to my Sanlam Portfolio. it has only been kept at FNB as they are my bank for the past 15years but this failure is going to result in me moving to a different bank instead. I will also have my wife move her business as well as we cannot continue with a bank that only makes excuses.

I want this done so that I can remove my business and turn my back on this bank as a whole.