Two Months SLA for a Customer Query

On the 12th of August I submitted a request to cancel my mortgage protector with FNB and replace it with an identical product. With the required documents that I needed to fill in for the request I submitted the policy schedule for the replacement product.

In the email that was sent to the assurance changes mailbox I even highlighted the fact that their form's locked fields for selecting the date did not allow the user to select the correct year where the user signs the document. No feedback on that either.

Since submitting the request almost two months ago, I have not been contacted by anyone. I have not been told whether there are requirements missing to action my request.

On Saturday the 29th of September I initiated a Secure Chat conversation to request feedback on this request, though the person that helped me articulated that the assurance team does not work on weekends, they will escalate the request to the team to attend to my request for feedback and resolution on Monday. Monday came and went with out a single contact for this request.

Only today when I reinitiated a Secure Chat request and spoke to Puseltso Nyirenda did she request me to forward my original email so she can escalate the issue to a manager.

I have been waiting for almost two moths while paying for two identical products. I did what I was supposed to. I logged the request in the correct channel, with the correct documents, supp**** the correct supporting documentation and did it within a suitable time frame for FNB to action this without inconveniencing me. But you and your employees FAILED at doing what you were supposed to.

The only resolution that I am looking for for the policy to be cancelled, my replacement policy to be linked to my home loan and to be refunded the premiums that were taken for the mortgage protector product.