Worst service claims department

If I were to rate O/M zero, I would. On 31 July 2020, I made 2 funeral claims which were paid in 3 days. On the same day, a life cover claim was also made. I have been following it through ever since with no feedback. I sent a settlement letter on 20 August from my phone. I then went to the branch on 25 August where it was scanned at the branch.

It has been sent to claims over 3 times. Nathi from gillwell mall has been very helpful throughout the process. Two weeks ago when I called from the branch, it was confirmed by a call center agent that the settlement letter had been received & payment to FNB would be made by 25 September.

Today when I went to the branch, Sandra Lawrence said she could not open the attachment because it was a photo. I am very angry with the bad service I have received from the claims department. I have been calling the call center with my airtime for over a month now & I keep on talking to a different person who is clueless about my situation.

I would like someone to be assigned to my case & I get regular updates via email. My fear now is that this will be delayed because FNB will say that , that settlement letter is no longer valid as it is valid for a few days & it was requested on 20 August.