FNB thumbs DOWN

My mum took out a funeral cover with FNB in 2012...repayments R105. But she has her account with Nedbank and this R105 is debited every month. She is a pensioner and does not have access to Internet banking to view her account regularly unless she requests a printout. Now in June July 2016 we come to notice that her policy has lapsed reason fnb says that the account was "inactive" for those months on their side. Yet she was using this account normally making payments and withdrawing funds. Recently she decided to check the status on her account and now sees that no payments have gone off since June 2016. After visiting Nedbank they have given her a printout to say all was well with this account and she had sufficient funds as well. Now sshe has tried calling the 087 numbers to FNB and explaining her predicament to no avail. FNB is just shrugging her off saying that she must start a new policy from afresh. What happens to all the payments she's made? They do not want to entertain her. Is this how you treat pensioners and loyal customers? She did not receive any phone calls or sms to say that they are going to lapse this cover either. We want all this information if they claim they have tried to get hold of her as this now is no fault of hers. We are preparing to take the next step to the banking Ombudsman as she now would like FNB is reimburse her for all her repayments maybe then she can consider starting a policy afresh bit don't rip a pensioner off the way you are doing FNB by not even attending or giving her a clear explanation which I don't think you have. Thumbs down to you. I am also a premier client with you and seriously consider closing my account with YOU. What a f**** "FNB how can we help you"??????? R JUMNA ********** 001