Unhappy Client

My name is Modiba MM and i have a funeral policy with FNB.My policy number is F***3.My policy have a premium back reward and i have already paid for 36months through a debit order.I enquired about the premium back rewards today and i feel like i didn't receive good feedback about that.I feel like the consultant was unwilling to help me.He was also ***********.He only told me to wait for the sms.when i asked when,he just told me to wait.i am paying every month and on time.I expect good service from FNB.Can Fnb please train your consultants about the services you are offering..please