FNB Incompetence

I am an independent Insurance and Investment Consultant/|Broker and am trying desperately to assist one of my clients who has an Old Mutual Endowment Policy that was ceded to Saambou Bank way back when Saambou was still in existence. This same client originally had two policies that were ceded to Saambou and in October 2015 we were successful in having the cession cancelled on one of these policies by FNB Smart Loans.

My client now wishes to have the cession on the second policy cancelled, but since my first email in this regard dated 30 April 2019, we have been unsuccessful in achieving this.

As I never received any response to my emails, I contacted FNB head office and was told to send an email to ********** which I did on 3 May 2019. I received a reply from Mamazile on 7 May 2019 asking for the customer's Saambou home loan account number as they were unable to trace any information in this regard. The point of the matter is that this was never a home loan, but a personal loan - similar to the previous one in which the cession was cancelled.

We advised Mamazile that this was in fact not a home loan. The response received was that I must contact the client's wife as she worked for FNB Home Loans and that this matter was now considered closed. The client's wife has never worked for FNB, let alone in the Home Loans department!

I again emailed Mamazile on 6 June 2019 stating the above and requested the following: "I would now like to try, for the final time, to find out who and how I can contact someone who holds a position in the correct department who can help me with the cancellation of a cession to Saambou Bank on a matured Old Mutual Policy for R5,179.01. I am well aware that Saambou no longer exists, however I attach a Cancellation of Cession from FNB in October 2015 for another policy which was ceded by the same client for the same loan. This document was attached to my email dated 31 May 2019 which you clearly did not read as you referred me to my client's wife (who most certainly does not work at FNB and to my knowledge never has) instead of to someone at FNB who is able to handle this matter."

To date, I have yet to receive a response. I must also add that all correspondence received from Mamazile does not have a surname, designation or any form of information below the name Mamazile so I cannot even phone FNB to try and speak to this person nor do I know the department in which this person works!

Clearly FNB do not have competent employees who can assist me with this matter which is astounding as FNB are supposedly one of the "Big Four" banks - the failure to resolve the above issue really makes me think otherwise!