Urgent Complaint: Funeral Policy Cancelled Due to FNB Account Closure Despite Monthly Deposits

I am writing to express my deep concern and disappointment regarding the treatment my elderly father has received from FNB in relation to his funeral policy and Easy Plan account.

FNB unilaterally closed/deactivated my father’s Easy Plan account, citing a lack of activity — despite the fact that I personally deposit funds into the account every month, and the funeral policy premiums are deducted from the same account monthly without fail. Except for the latest deposit.

Upon discovering the closure on Wednesday, 14 May 2025, I took my father to the FNB Oxford Street Branch in East London. The consultant confirmed the account had indeed been deactivated and assisted in reactivating it. We were informed that the balances previously in the account would be refunded by end of day, 14 May 2025. Which has not happened.

To our shock, the consultant also informed us that the funeral policy had been cancelled due to the account being closed. He assisted us in calling the funeral policy department. During the call, my father failed the security verification. The phone agent instructed that verification be done in-branch and then a follow-up call be made.

We comp**** with this request and called again after completing the necessary verifications. After some back and forth with my father (who was struggling with the conversation), it was agreed that I could speak on his behalf. The agent eventually confirmed that the funeral policy account was closed, but given the circumstances, it would be reactivated and we would be contacted with confirmation. I provided my number ***) as the primary contact, at my father’s request.

To date, we have not received any further communication from FNB, and this issue remains unresolved. This is unacceptable. My father is an elderly man who is also in poor health, and this policy is critical to our family’s peace of mind.

His ID number is *** 08 0.

I am requesting urgent escalation of this matter and immediate resolution:

Reactivate the funeral policy without further delay.

Ensure the account remains active to allow continued premium deductions.

Confirm in writing that the policy is in good standing.

Explain why the account was closed despite regular deposits and deductions.

This has caused significant distress and confusion, and I believe my father has been unfairly treated. I trust FNB will treat this matter with the seriousness and urgency it deserves.