FNB Law on Call or rather FNB Useless on Call

I think FNB Law on Call is a money making scheme because you pay your monthly premium but you receive no service from them.

Two days ago (11 August) I called FNB Law on Call because I needed their service. I explained to the consultant my matter but was told that I am not covered for my query even though I received a document (detailing the new and exciting covers added and the new premium effective from 01 August 2017) in July 2017 informing me of this specific cover that I wanted to make use of, to my surprise the consultant was not aware of any new benefits that were added to the policy. I was then told that she would call me back the following day as the system is currently down.

The following day (12 September) I received the callback around 08h41 but was requested to forward them the document mentioned above and then they will revert back to me, which is very strange if you ask me because they should be aware of the new changes. Nevertheless I sent the document.

So I waited, waited and waited...no feedback. I then decided to give them a call around 13h30 to ask for feedback. I then was told that I was not covered for that matter but the consultant could not a explain to me why but was told that I'm "reading the sentence wrong".

The sentence which states the cover is written so ambiguously, it can be interpreted both ways (covered and not covered in my case). I then asked the consultant to find me a manager or ask a manager to give me a callback as I need someone to explain to me exactly why according the consultant that I'm not covered. I was then told a Manager will give me call back.

Here I am again today (13 Septermber), waiting, waiting and waiting for my callback...nothing! Atrocious service if you ask me!!!!