Unacceptable Issues with FNB Funeral Insurance – Constant Payment Failures and Policy Mismanagement

I am deeply disappointed and frustrated by my recent experience with Hellopeter. After trying to resolve an issue with my FNB Funeral Insurance policy (which consistently fails to debit on the agreed date, the 7th), my profile was inexplicably blocked. This occurred after a distressing phone call with your agents, including one named Kabelo, who displayed blatant unprofessionalism and **************.

When my son called on my behalf to assist with the matter, your agents, including Kabelo, outright claimed they do not speak Zulu or Xhosa and only speak Tswana. This is shocking in a country as diverse as South Africa, where multilingualism should be embraced, not weaponized to exclude or frustrate customers. To make matters worse, they rudely dropped the phone on him, leaving us with no resolution.

This is not the first time I’ve faced issues with FNB Funeral Insurance. Last year, for two months, my policy lapsed without any explanation from FNB, forcing me to pay double to reinstate it. Despite this, there was no accountability or clarity provided on why the policy lapsed in the first place.

Blocking my profile after this ordeal is nothing short of punitive and unjust. Instead of addressing my concerns, Hellopeter has exacerbated the issue, denying me the opportunity to voice my dissatisfaction with FNB Funeral Insurance’s repeated failures.

This level of service is unacceptable and disrespectful. I demand a thorough investigation into the agents involved, including Kabelo, and immediate reinstatement of my profile. Additionally, Hellopeter must take accountability for fostering inclusivity and professionalism in its customer service. FNB must also take responsibility for consistently failing its customers. Failure to address these issues undermines the platform’s and the bank's purpose and reputation.