FNB Life Funeral Plan – Misleading eBucks Benefit & Non-Payment

I took out an FNB Funeral Plan (Policy FI***) on 16 May 2019, with the promise in my Welcome Letter that I would receive up to 15% of my premiums back in eBucks. This benefit was a key reason I chose the plan.

I paid all premiums consistently (increasing from R114 to R152.77) until I closed my account in September 2025 due to poor service and loss of trust.

Despite multiple requests and involvement of the National Financial Ombud Scheme (NFO):

FNB Life has contradictory responses about my eBucks rewards.

They admitted I only earned eBucks from August 2024 to August 2025.

They have failed to provide statements or proof of eBucks from May 2019 – August 2024.

The screenshot they provided does not show my Funeral Plan allocations.

This is misleading and unfair, and I have been denied the benefit I was promised.

I am seeking:

Full disclosure of eBucks allocations from 2019 – 2025

Compensation for premiums paid, as the product delivered was not what was promised

Public accountability for FNB Life

I hope other consumers are warned and that FNB Life addresses this properly.

Contact: Henry C. De Klerk Email: *** Cell: ***