******* with FNB Life Assurance Cover and benefits not being adhered to

I have been paying for Life Assurance Cover of R143.86 since 2004 for a bonded amount of R286 000 and am now at a balance of about R60 000. The insured amount has not been reduced over time and it is *********. I have requested a Policy Schedule since 13 Nov 2022 and to date have not received it.

I was informed telephonically that I have retrenchment cover and it was not app**** when I got retrenched.

I have forwarded all documentation to be reimbursed as per below and have not had a response.

1. I would like to be reimbursed for the 3 months of the retrenchment cover that FNB was supposed to apply. 2. I would like to be refunded for the part payments that I made through that difficult period of being unemployed. 3. I would like to be refunded the interest I have incurred to date. 4. I would like the monthly repayments to be reduced as they have been increased due to the payment holiday done by your company. 5. As the cover was supposed to be reviewed, and reduced with the time that was not done and I would like those differences that match the years to be refunded.

• I will be escalating this to the Ombudsman for the ********* practice of FNB • FNB has not been forthcoming with my Life Policy Document which I have repeatedly asked for and still not have received. • Why is it that I have been paying for Life Cover on the same premium for the R286 000 cover whereas the bond is at R64 000 in the next few days? • I have made numerous calls on this day to your Life Cover department where some of the consultants were rude o Nontobeko admitted to not having any knowledge as she is new but is being put forward to do life cover queries. She was being assisted by someone who was not prepared to take over and assist. She said I have R286k Death and R286k Disability Cover. I asked now what about the bond? Only then she said it is R286k. She or one of the consultants said there was no record of FNB ever sending me a policy document. o I was then transferred to some rude consultant ms Themba who was abrupt and cut the call. I called again and spoke to Thobile who was supposed to help me with the cancellation. Before taking that step, I also asked her for the policy documents. She read to me that I had Disability, Death, Bond, and Retrenchment Cover of 100%. I was quite shocked as FNB put me through such a hard time and could have paid for my bond during retrenchment. o I spoke to Anthony Kekana regarding claiming what is due to me and he told me that the Retrenchment is 1% of the total cover.

It is shocking and unbelievable that FNB has people that do not have product knowledge on such life-changing products that impact people’s lives! All of the consultants sang different tunes but all of them viewed the same profile. I spent about 2 hours on trying to get clarity and a policy schedule.