FNB Funerals Bad Service

Good day ,

I am not happy with the service received from Fnb. I was laid off at work and didn't have an income , So I could not pay my fnb funeral cover, sometimes I would manage and sometimes I would'nt.

I restructured my policy and removed some of my family members so that the cover could be more affordable.

I notified FNB and I they allowed me to reinstate cover of which I did in October but funds were not availabe, I got a job in November and reinstated my cover set a debit to go off 26/11/2023 , A double debit was going to go off , this was done on the FNB app. I made sure I had sufficient funds as I want to continue with the cover , A debit order was never processed on this date and when I check the app it then said next debit is 26/12/2023. To my suprise I got a sms now 11/12/2023 where they state that my policy has lapsed . I was in contact via email advising I am not certain why the payment was not sent to my account but funds are availabe, I was told that they cannot reinstate and I must start up a new policy . I asked for proof where a debit was sent to my account 26/11/2023 and also advised I can also foward my bank statement as funds were availabe. Fnb then responded via email and asked if I want to reinstate my policy , Instead of responding on the concern of why debit was not sent and proof, They instead responded and asked , "would you like to reinstate your policy ?" I responded yes and got the same reply that I have to start up a new policy. My mom covered in the policy is born 1945 which makes her 78 years old, will you cover her on the new policy?.

Can you please investigate this matter and also send the proof where a debit was sent to my account 26/11/2023 and no funds were available.

Also If you guys cannot reinstate, Can you kindly please refund all premiums paid towards the cover as it's honestly no fault of mine that the debit was not processed while money is in the account .

Also Life happens, I did not choose to struggle and have no income but I tried to cater for my cover.