FNBLife Dp01xv99 Vanchanzo Peters

so with Covid-19 we had loss of income.. please note I'm still not working to date. so I proceed to log a claim for my overdraft facility for loss of income. email sent to *** 29 April 2020 time 13:47pm claims logged.. a week goes by and still no contact.. I call in again and I speak to the consultant.. she advised me that no documents were received.. I process again to send documents but this time I include the consultant in the mail sent.. 4 May 2020 16:04pm mail with documents is sent again to *** and I CC the consultant '***' into the mail.. so I wait no response.. I call them again and again no documents.. I explain to the consultant that I sent documents and another consultant was included into mail.. but yet again I have to send consultant proof that the mail was sent.. I then proceed to send another mail.. note ive bee using my cell phone to call into call centre on each occasion.. long holdings times and this nonsense of not receiving documents.. 3rd attempt … send documents off again date... 12 May another week later I send documents to *** and then '***' is included.. mail sent.. documents attached again.. also note subject to mails ( FW: Policy Claim FNBLife Dp01xv99 90061...… iD and policy reference..) so now im frustrated.. no money loss of income ive logged a claim for a policy that goes off each month via debit order.. went off last 25 June 2020.. so I head to the bank for assistance.. the FNB Branch that I wont name just as yet.. advised that they cant assist me at he bank and that I would need to call in.. so guy at the bank puts me on the phone.. I speak again to a consultant.. she advises me that the Policy is in the screening process and that takes up to 7 to 14 working days.. I understand noted.. I wait.. so the time passes and still no work with regards to the policy.. date 12 June 2020 my birthday.. would not forget.. the next week I call FNB to query about the policy.. the consultant then tells me that the policy claim has been declined.. furious.. I asked on what basis was the claim declined ??? she then tells me that Documents were requested and not received hence being declined.. I ask what documents.. she explains the UI-19 Document.. I explain to her that no documents were requested and I asked her to show me proof of when documents were requested as I had no request from FNB for any additional docs.. she couldn't provide me with proof.. so now I'm P...…...sd..

so I call the complaints department.. FNB.. Complaint ( *** ) lodged ( 27 May2020)

I explained everything.. they noted that and email was sent to whoever about the claim and that no request for documents were received..... so ive been trying to get hold of the call centre no luck.. hold on for 30 minutes and I don't get through...so claim was logged in April.. all documents was sent when requested.. the debit order is still going off and still nothing on FNB's side.. cant go to the bank then I get told I have to call in.. what is my next step ????? you pay for a service for what ??

I have all users information included.. this is Poor Poor disgusting service from a paying client like why ??