Lack of client-centricity at FNB

Hi FNB

Once again you continue to disappoint me. After several calls with your representatives early this week I am met with unsatisfactory service.

On Monday, I called FNB Life to track the status of my claim. I was assured that my query would be escalated and resolved by this past Wednesday. One of your representatives also confirmed that my claims would be reviewed on a monthly basis pending income on my account. I followed up on Wednesday, and I was advised that you had a backlog on your work flow (which I understood).

This morning at 06:58 I received three text messages from FNB:

FNB :-) FNB Debt Protection Plan DP10YG23 premium of R309.28 wasn't received. Next debit will be on the 2020-12-30. Queries? ***. Insurer FSR Life.

FNB :-) No premium was received on 2020-11-30 for Debt Protection Plan DP10YG23. Plan will end on next missed premium. Queries? ***. Insurer FSR Life

FNB :-) FNB Debt Protection Plan DP10YG15 has lapsed due to non-payment. Queries? Call ***. FNB a div of FRB Ltd FSP3071. Insurer FSR Life

Please explain to me how one is able to pay for a policy when they have been retrenched and thus unable to pay their premiums?

I am also concerned that there's no communication between your collections and claims department because I'd always have to explain myself to the respective entities. This morning (at 07:37 AM) I politely asked a lady from your credit collections department if notes were made under my profile to which she admitted that there is.

I have read all three of my policy wording documents today, and it does appear that you are in breach of the agreement that I have with you.

I hope your CEO, Jacques Celliers, sees this complaint. I am utterly disturbed by my issue has been handled accordingly.