FNB ****TY Home Loans/ Short Term Insurance Service

Called FNB Home Owners – 8/04/2023 -13:11 Called FNB Home Owners – 17/04/2023 – 13:55 & 12:40 Received an increase letter from FNB Home Loans giving me a breakdown of the costs making up my debit order. The debit order amount included home owners insurance which I cancelled previously. FNB was billing me for Home Owners Insurance of R595.38 for the month of February 2023 and March 2023 which equals R1184.76. I was requesting a refund of the two months I was billed incorrectly and to remove the home owners insurance amount from the total debit order amount going off each month. I struggled to get them to remove the home owners insurance. FNB Home Loans was telling me that FNB Short Term Insurance needs to fix this issue. When speaking to FNB Short Term Insurance they were saying there is nothing they can do I must speak to FNB Home Loans department. I was given the run around during dates mentioned above. Finally an agent sent an email to *** on my behalf saying that I cancelled but am still being billed. I then got an email from *** on 20/04/2023 Emailed *** – 20/04/2023 with Policy schedule from Momentum as well cancellation letter from FNB Home Owners Insurance. No feedback thereafter. Called FNB Home Loans – 21/04/2023 – 13:45 to follow up on my issue of being billed for Home Owners Insurance and refunding of the 2 months I was incorrectly billed. Was told that I won't be billed for April and going forward for Home Owners but no refund was applicable to me. I disagreed and eventually she said that I need to email *** with my refund request. Emailed *** – 21/04/2023 with attached refund form, latest payslip and copy of ID. No feedback thereafter.

Emailed *** – 26/04/2023 Follow up email sent with attached refund form, latest payslip and copy of ID. No feedback received. Person I dealt with was Stefan Pucjlowski.

Called FNB Home Loans – 4/05/023 – 12:02 Agent said that they’ve received my documents and that they’re waiting for my debit order to clear and once it’s cleared will process the refund. Since no refund was processed emailed *** – 15/05/2023 – 9:44 am Follow up email with refund form, latest payslip and copy of ID attached. No call received or feedback on my refund given

Called FNB Home Loans – 15/05/2023 – 9:30 am Agent said couldn’t help me, even though I explained the situation. Said that I must follow up with HOCChanges but the number for HOC changes is the same number for FNB Home Loans. So who is going to assist me in giving me a refund? This entire process is stressful and frustrating and leaves me with a bitter taste in my mouth. FNB approached me for a HOME LOAN, maybe I will have better service by moving back to Standard Bank. I WANT MY REFUND DUE TO ME ASAP!