FNB- How can we NOT help you!

No courtesy to contact me to advise on the progress of the Payment, I constantly need to call which is a hassle. Firstly, getting through to consultants is like trying to get through a ball of rubber bands! Whenever you request to be put through to a specific department, the consultants seem so unsure, it’s like they don’t work for the same company. I have also realised that there is a behaviour of the consultants covering for each other. If you claim through FNB and get Neo Makhaza as your claims handler, you will have to continuously follow up on the claim as she just puts it aside, doing very little work to finalising it. I don’t think there is order in the FNB, clients are taken for a ride and no care whatsoever. I have still not spoken to Dewald Van Schoor (Neo’s Manager) to date, where I was promised that he will call me 2 weeks ago already- same pattern of poor work ethic- avoiding their clients- NO ownership of fault, just blatant neglect to my claim which was 2 weeks delayed by the consultant. Its quite disturbing to think how I am in a difficult period, its quite traumatic to come out of a vehicle accident and all I am given is just excuses and hardship from FNB insurance. Its really pathetic!! If you are an African client and do not hold a VIP membership with FNB, you will never be taken seriously or cared for in the claims process. This is the second time I am making a complaint, I was temporarily assisted, but they are back to lack of communication, no updates, no setting of expectations. NOTHING! Just promises and no delivery. On 18/08/2023 I was advised that my car rental will be extended for 7 days to allow funds to reflect in both the Finance House and my personal account, this has not happened, and they have terminated the rental without communicating this, let alone following up to confirm if funds have reflected. All I get is texts from the rental company to advise that the rental vehicle is to be returned today, where the initial agreement was based on the above conditions. It seems I am not the first to have issues with this particular consultant and her manager. What is the FNB doing about this if they bring about such issues to clients. Dragging their feet is their expertise. Once again, this is the worst experience I have had, and I will be closing my bank account with FNB and will move to a Bank that will practice Transparency and Fairness to their clients.