FNB Wealth Client issue takes more than 3 months.

On the 6th October 2020 I brought a matter to the attention of my Private Wealth banker Isabel which I have been attempting to resolve tirelessly with the FNB Life Team who since July 2020. The FNB Life team were clearly not aligned to any service level deliverables and had zero accountability in terms of explicit commitments made to clients regarding resolutions and lead times - rather it seems that all the complaint channels at FNB are adopting an approach which says - lets just ignore him, he will get tired eventually.

This issue regarding my incorrect smoker status and resulting incorrect premiums debited since 2019 was brought to the attention of FNB Life and the underwriters in July 2020 at which point they realised that the loop was not closed and I was not engaged regarding the mis-alignment between my application and results and neither were the new premiums communicated to me, It was then agreed that testing would be reperformed, the premium corrected in in with what I was quoted and I would be refund for the difference from each month since inception up to date. Om the 8th July 2020 a nurse was dispatched and I was retested, and I was told the refund and corrections should happen within a month.

By the end August when I saw no changes or refunds were made I began calling in to FNB Life every week approximately twice a week. Each time met with blatant incompetence or a lack of willingness to service clients - these are very serious allegations and I do not make them lightly - note the below: 1. Three consultants outright admitted they did not know how to use the system, so it would be better if they transferred me. Only one of these successfully transferred me (not that the person I was transferred to was of any help. the other one pushed me back into the general queue and the third one left me on hold for more than 10 minutes at which point I gave up. 2. Then there were the consultants who were not able to pick up on the lagacy matter but rather insisted that I had to explain everything to them from scratch - because the system does not have the functionality for them to see the previous calls 3. Then there were the consultant who were not able to explain what the hold was - but would agree with me that they would revert by EOD that day or the next day. Never happens - it's like once the call is ended - it never happened - no tracking of open issues. 4. And lastly the consultants who just lie - at some point I asked for this to be logged as a formal complaint - it appears this never happened, because no one is able to give me a reference for the complaint. And more recently last week when I asked Bonolo to log a formal complain she said it was done, and then when asked for a reference number said there is no such thing and that i must contact a general FNB Group email address which she provided me with - so why lie it was done initially? 5. And lastly on Thursday 8th October Smanga Moyo called me at 11am following an escalation by my private banker - who apologised, noting that he could see how many people I had been interacting with but they were all new to the team - that could be an excuse for 1 or 2 individuals but for more than 6 people over the course of a month? Smanga indicated that the refund would be processd by end of day on the 8th and premium corrected, he indicated he would call me before the refund is processed in order to confirm the amount to be refunded. And it seems FNB is serious about maintaining consistent service standards because Smanga like everyone else I had dealt with never called back or delivered on the agreement.

I expected that roping my Banker into this matter would have ensured she tracked it to resolution - but also it seems she applies the same principle of zero accountability - pass it on and it is the next persons problem.

I have not listed the dates and times for each of my calls in this email, because I am already frustrated byt the amount of time I am wasting trying to fix this simple issue- but to the person at FNB Private Wealth who ultimately receives this complaint - if the systems are not advanced enough for you to generate logs of interactions with me and FNB Life, please feel free to contact me and I will gladly download logs from my phone of the dates, times and durations for these calls as well as share email interactions between myself and FNB Life as well as with the banker.