Poor Customer Service Support

I'm currently in the process purchasing my first home and after a smooth start with having my bond approved by FNB and taking up the BMPP and Home Owners Insurance as instructed by the attorneys.

The uptake of the Home Owners Insurance has been smooth and painless. However the same can't be said about the Basic Mortgage Protection Plan which I took out more than a month ago and am still waiting for documents which were supposed to be sent "within 10 working days".

After making more than a dozen phone calls, requesting numerous callbacks via the online form and getting calls dropped when I'm supposed to be transferred (no bothered to call back.)

This is really disappointing considering the pleasant experience I've had with other aspects of the process and my intention to move all my business from my current bank (Capitec) to FNB.

All I want is for someone to forward me my documents for the Basic Mortgage Protection Plan, why is that so difficult when I received the Home Owners Insurance cover documents within 48 hours.