FNB Law on call for business is pathetic - it is run like a call center!

In 2022, I signed my business with FNB Law on Call for business. Despite initial complications with an incorrect policy, I diligently raised the issue with FNB, even visiting the branch multiple times to address the matter where I was not helped as I had to contact the Law on Call department directly. After several attempts, FNB assured me they would review the recordings and provide a resolution.

Months later, FNB acknowledged the error and backdated the plan to the original date from which I requested it be changed. They assured me that all legal matters would be covered under the correct plan that I had initially requested.

I initiated a legal case from 2022 for my business with FNB's full approval. They went ahead and assigned an attorney and made necessary payments, confirming everything was in order and covered under the now rectified plan as it was backdated.

Recently - in present 2024 , when the case went to court and did not proceed favorably, the assigned attorney recommended a new approach with the case. However, when I sought confirmation from FNB to proceed with this new strategy, I was shocked by their response.

FNB suddenly claimed there were no funds left as we were supposedly under the cheaper plan(not possibly as the plan they are referring to has no legal cover and consider that they assigned me a lawyer and paid fees) then expressed uncer*****y about coverage, and attributed the issue to an IT problem on their side. This is perplexing and frustrating, considering FNB had approved and facilitated payments for the same case over two years. How can a case they acknowledged, openly approve/supported, and financially backed for 2 YEARS suddenly be deemed invalid due to an alleged IT mishap/Plan coverage? As a client, I re**** on their authorization and payments as assurances that everything was in order - which was given by them when everything was given the green light to proceed.

Despite the legal outcome of my case being known for over a month now, FNB's Law on Call for business team has yet to provide a solution and are simply dragging their feet without even giving me courteous feedback - they have not bother at all to resolve this (the only feedback that said consistently is that the management is having a look) This appalling for business insurance and especially since I need my case to continue. I urgently need to move forward with resolving this case. FNB assigned me a lawyer, made payments to them, and maintained open communication throughout this process. This should serve as sufficient proof of authorization, as a client I have no idea on how their internal system works - If I was given authorization for my case , to me that is a clear indication that it was reviewed , accepted and applicable to my policy as a client, especially for them even giving the lawyers authorization directly. Which is why I cannot understand the confusion on their part if all the go ahead, came from them!

FNB's handling of this matter has been disappointing and lacks accountability. I am now seriously considering moving all my business banking, home loans, and family accounts to competing financial institutions. To all prospective business owners reading this, my experience with FNB Law on Call for business raises concerns about their professionalism and reliability.