FNB Refuse to approve valid Credit Protection plan claim

Mr. Marco Cedric Cunningham Id Number: *** Credit Card Insurance *** I would like to lay a formal complaint regarding the service I have been receiving from FNB Life Claims I have been making two formal complaints so far making this my 3rd .Complaint ***/*** During these tough times I was negatively affected due to covid 19 I have been experiencing partial loss of income whereby I was forced to stay at home from the 26 May 2020 up until date due to the regulations that is put in place by the government avoiding my industry that I’m permanently employed at to trade. However I have app**** to claim from my FNB Debt Protection (Customer Protection) Plan as one of my benefits is Loss of Partial Income in the policy CC03KZ99, My salary have decrease due to covid 19 as it was no work no pay so I was utilizing my annual leave in order to get paid but it was 25% of my salary and making me unable to fulfil my credit card premium obligation. On the 21 April I have submitted my documents (Letter of Employer) to the email address *** and *** –FNBREF#*** On the 8 May after doing the online chat via the FNB app I was told by the consultants to submit my Letter of Employer, Employment Contract and Pay slips which I did to *** and ***.- FNBREF#*** According to FNB policy after receiving the required documents they will provide the customer with the outcome within 7 days, however in my case not once have they rep**** to my application each and every time I enquire I’m being told I will be notified via the FNB app but never happened, I enquire via online chat aswel as help desk on number ***, *** and *** not only are they not informed about the products but also rude and disrespectful, when I asked questions like quoting a claws of my policy and need to speak to someone superior I’m being told to hold on the line then they never get back to me or the line just get cut off after spending more than 1 hour waiting for assistance on the phone. On the 18 May 2020 I submitted again all my documents from scratched to *** and *** hoping that if I reapply ill hopefully get an answer. FNBREF:*** On the 19 May 2020 I was told to submit my documents again which I did to *** and *** being frustrated as this would be the fifth time submitting documents.-FNBREF#***May 2020 I received a confirmation that FNB have received my document will provide feedback with 7 days FNBREF#*** On the 21 May 2020 I received another confirmation of receipt for my documents that was submitted .FNBREF#*** On the 24th May 2020 I contacted FNB with a follow-up regarding my application to claim and I was informed that the claim was closed but it was not declined, which makes sense of the FNB Behavior all the time when I tract my claim its shows pending one day and the next it shows no claim pending, How can FNB Close a claim without declining it or communicating it with the client, Is it laziness or incompetence? FNBREF#*** and FNBREF#***6 May 2020 I however submit all my documents again to FNB on *** and *** .FNBREF#*** So for the duration of 26 May 2020 till 6 June I don’t receive any feedback once again from FNB all I get on the online FNB app chat is I must be patient FNB will contact me, Really now they have not provided feedback and I have submitted my documents numerous times and this is the only answer I get. On 6 June 2020 Im requested to submit my documents once again via email from FNB.FNBREF#*** Receipt of documents was send from FNB on the 6 June 2020 .FNBREF#*** Today 10 June 2020 after I spend again more than 3 hours again calling FNB on ***, *** and *** every time gets put through from 1 consultant to another, lines being cut off due to consultants don’t know the answers to customers enquiry, consultants saying I must submit my documents again, I have honestly decided to give up I can’t anymore beg people for what I’m entitle for and what I have been paying for. FNB you have lost a loyal customer and I won’t recommend your services to any one for as long as I live. You are not only *****’s that promises people benefits from insurance cover at an extra fee, and when the customer is entitled to a claim you ignore that client…..FNB probably never thought that the day would come when South Africa will be declared as a state of disaster making millions of people entitled to the benefit within the Insurance claim. I’m entitled to my insurance claim that will cover my credit card balance providing that I’m experiencing partial loss of income. The TERS benefit from the government is not declared as a Salary but is to provide financial relief. FNB if my complaint is not resolved I will go an lay a complaint on Hello Peter and the Ombudsman up until the dispute is resolved, and then I’m taking every cent I have in your account that belongs to me to another institution that will probably also rip me off but at least it won’t be FNB.