FNB Insurance claims process is poor and has unfairly impacted me

Good Day,

I purchased a smart contract in 2015 through FNB connect and also took insurance through FNB. I dropped my phone down the toilet and then put my claim in for insurance. The monthly payment was immediately stopped on my account. It remained outstanding since that date, FNB Insurance should have settled - I enquired and was told everything was fine. UNTIL, I didnt receive ebucks this month. So I enquired. I got this answer:

Good Day Mrs. Hunkin,

Thank you for allowing us to assist with your request.

"Please be advised that your Cheque Account is not in good standing. Please note that if there are arrears on your Smart device, this could affect your profile and put the account on status, so it will not be in good standing. You can contact eBucks on ********** or email ********** for further information. Contact the FNB Private Clients Service Suite on the details below should you require any further assistance. Regards"

So not only was this NOT clear as to the issue, I emailed requiring further information - and I am STILL waiting for a response. So without understanding the actual problem from this email response - how can I know how to resolve it!? Luckily my banker (who by the way was removed from my profile because of this) phoned me - because I enquired and said there was an outstanding amount on my smart device account.

I got hold of the insurance department and a helpful lady (Nadja) told me that there was an agreement that I didn't sign in August 2015! That is why FNB Insurance didn't pay off the smart device. She is investigating for me and will revert. BUT it is important that this comes to light and I complain. After my claim, the payments stopped going through on my debit account. Surely if the required documentation wasn't received, the monthly repayments would not have stopped? Now I unfortunately do not have access to the emails that I previously sent regarding finding out why the amount wasn't moved from my online profile as it was on a previous work email address and I have moved.

In addition - I have received my latest FNB Connect statement - and NOWHERE on this account is any amount for this phone outstanding. I also received NO notification that my account will be changed due to your error and lack of processes (FNB insurance and FNB are under the same division?). The last communication apparently also sent to me was August 2015 - how can you penalise me now in 2018? This was due to your inefficiencies and lack of process management.

Apparently its an agreement that needs to be signed from 2015 and that's all? I need to be comforted that once this is signed, that I will receive my ebucks due for December 2017 and that my account is is in good standing and that there is no 'mark' against my account.

How dare FNB penalise me, how extremely embarrassing for me - a client in good standing for many years, with an incredible credit record and with multiple products? I have never been in debt and have NEVER missed a payment.

I trust this will be noted and resolved, my record set straight and ebucks for December 2018 provided.

Regards, Beverley