Shocking service from FNB

Hi FNB

Your lack of client-centricity is rather disturbing.

More than two weeks ago I made an inquiry about a claim on my overdraft, which was not paid for this month (October). I received a call from an FNB representative assuring me that the amount would be paid by last week. When I followed up with FNB regarding the payment I was told that this gets reviewed on a monthly basis (information which I am not privy to) with no indication of when it would be paid.

On the 5th of October 2020 I received a message from FNB, which reads as follows:

"FNB: The retrenchment claim on your EMBEDDED CREDIT CARD Customer Protection Plan C****** has come to an end. Queries? ***. Insurer FSR Life."

I have had the policy since the 1 July 2014, and in policy wording provided by FNB it states:

"If you are retrenched (Retrenchment), we will pay your minimum monthly credit card instalments as per your monthly statements for a maximum period of six (6) months starting on the second due date after the date you were retrenched. We will not pay any arrear instalments, interest or fees that became payable before you were retrenched."

FNB has only paid for two months since my retrenchment, and during this time i was getting calls from their claims department regarding amounts, which are in arrears. This afternoon at 13:50, I received a call from *** requesting payment for an amount, which was not fulfilled.

FNB. I am highly disappointed in your lack of service.