**** service from FNB Claims

Good day

I would like to express my disappointment and utter disgust with the service I received from your claims dept. I got ****** and lost my phone on the 19/11/2024. I reported the incident so that I could claim. I then called in to FNB’s claim dept and was initially assisted by Solomon when I called in just to follow up, I was advised that my claim will now be handled by Ompilela Nzima. From the onset, she never gave any progress, I had to call in , in order for me to get an update or advised of anything that was missing that I needed to send through. Whenever I would call in and request feedback I would be told 'as per the claims assessor' which was Ompilela. Or when I do call for feedback she would give me a turn around time from the day in which I called. After all this waiting I then called on the 29/11/2024 at 15:58 I called in and was advised it's been sent through for finalisation and I will receive a call once it has been completed. On Monday 02/12/2024 I received an email from Ompilela that the query has been sent through for finalisation and those were the same words I received on Friday. I sent an email back and advised that if I do not get any feedback within an hour, I will be forced to escalate the matter to Hello Peter and the FNB escalations dept within 20 minutes Omphilela sent an email saying she is following it up. An hour later still no response I then made a call again later that day at 14:06 which lasted for about 58m8s and all that time I was using my own phone (another inconvenience yet again). I spoke to a guy named Baatile Mayisa and he gave me the same finalisation story but this time he made it sound like I was important by saying he saw my claim and it's on top on the Team Leader's desk (yeah right) I then asked to speak to a Team Leader, I was put on hold for about 15 min and he came back and said that they are all in a meeting. Which was utter nonsense and I told him that as well and I advised that I will not accept that and he needs to tell the Team Leader that he spoke to that they must come to the phone. I was on hold again for about 10 minutes then suddenly Ompilela was on the phone trying to act all concerned and wanting me to think that she really was working on the claim. And law behold my claim was miraculously approved and she will send me the approval letter once she gets to her desk. I told her I was not accepting that she will have to transfer the call to her desk and write the letter while on the phone with me and send it and only hang up. She, in a very irritated manner, advised that she cannot guarantee that my call will not be cut off when she transfers my call and I told her she has no luxury to tell me what she can or not do. Finally I received the letter and got the voucher sms at 16:35. If Ompilela is the type of employee that FNB has then I'm sorry the future is very deem, she is arrogant, very condescending and undermines a person to the core. Maybe my products that I have with FNB are a drop for you, to me I spend my hard earned cash on them for me to receive such disgusting service. The Team Leader I was told was Dennis Shabangu. I would like this matter to be taken to management and something to be done about it. I do not even have faith to refer my family and friends to your company as I am afraid of the nonsense service they will receive. I trust that I will receive some feedback and advise of the way forward or what your company plans to do to restore my faith in you.