No response from FNB Life since January – Premium Back Reward dispute now escalating to Ombudsman

I have been a loyal FNB customer and policyholder since 2017, and my policy has always been fully paid and up to date. Around 2023–2024, FNB Life offered existing customers upgraded benefits which included a Premium Back Reward of 6 months’ premiums after 36 months, payable in cash or eBucks. This benefit was a key reason I continued with the policy. Recently, I was informed that the reward may be reduced to only 3 months if premiums are paid from a non-FNB account. This condition was never clearly disclosed when the benefit was offered. Since January I have repeatedly requested the original sign-up / upgrade documentation and benefit wording that FNB claims supports this condition. However, the documentation has still not been provided. Attempts made to resolve this matter: 28 January 2026 – First request sent directly to FNB Life requesting the original policy / benefit wording 10 February 2026 – First HelloPeter complaint after receiving no satisfactory response 25 February 2026 – Second HelloPeter complaint again requesting the documentation 10 March 2026 – Follow-up update posted requesting feedback As of 15 March 2026, there has still been no response and no documents provided. My Premium Back Reward is due after 25 March, and it is extremely concerning that a financial institution cannot retrieve policy wording that they claim forms part of the “original benefit terms.” I have honoured my obligations as a customer for nearly a decade, and it is completely unfair to reduce a reward by three months purely because of the bank account used for payment, while the policy itself has remained fully paid and active. Given the continued lack of transparency and response, I will now be escalating this matter to the National Financial Ombud Scheme South Africa for formal review. Please note: I do not wish to be contacted telephonically. All communication must be in writing via email. This situation is extremely disappointing for a customer who has banked with FNB since 2017 and has made every effort to resolve this matter directly.