Shocking customer service

I have been trying, without success, to get the cession which FNB hold through First Rand Bank on a Liberty Life policy released.

Yesterday I telephoned FNB customer services to establish how I can get the cession released as I want to terminate the Policy. I was passed from one department within the bank to another. I had to explain what I needed to seven different FNB employees and not one could assist or escalate the problem to anyone who would be able to assist me.

In frustration, I visited their branch at Willowbridge Shopping centre and was assisted by one of their consultants, who advised me that she could see the cession registered on my profile, but did not have the necessary authority to view the detail. Only a credit manager could do this and that the only way that I could get the information was through email communication, as they are not contactable telephonically. I find this unacceptable.

I must commend the consultant for assisting me in the way she did. She drafted an email requesting that I be given the information and that the cessionary release document would be completed and forwarded to me. This has not happened, she was advised the the policy is not with Premier and that she should try Home Loans.

She requested that I fill in a form which requires me to have the details that I am requesting filled in, which I clearly cannot do. So despite the valiant efforts of their customer facing staff, who are friendly and competent, FNB is let down by back-end systems and staff.

Not a good reference for a bank with the reputation FNB has. I am no closer to getting resolution to my problem, which is both frustrating and disappointing