I thought they were here to assist the public not protect ************ companies

Long story short: My FNB credit card was issued to me with insurance in case of retrenchment more than 10 years ago. When I tried to claim in 2025, I was told that the policy was amended to EXCLUDE retrenchment.

I went back and forth with FNB to no prevail as they failed to provide proof that I consented to this amendment, so I escalated the matter to NFO.

The matter was "investigated" by NFO and FNB submitted unsigned documents as "proof" that I consented to the amended policy. NFO didn't question the unsigned documents despite me pointing it out to them.

In response to this, FNB responded by submitting a digitally signed document with simply a 2022 date on it that referred to a call center call they attached as proof that I consented... but here's the kicker. It's not MY voice in the call and the FNB agent NEVER did a security check to ensure they were speaking to the correct person.

When I queried the attached call via the NFO, FNB stated that the call was in fact placed BEFORE 2022 (allegedly 2011 or somewhere around that date). I pointed out that this was clearly FNB doctoring the documents to suit their own agenda. How can a call supposedly made in 2011 be binding on an electronically signed document signed in 2022?

NFO failed to investigate this or even query this with FNB - stating that the onus befell ME to prove my case beyond a doubt, stating "he who alleges, needs to prove."

You don't need to hold a degree to grasp that if the call was placed in 2011, the document would've been signed in 2011. Instead, FNB f*orged the document by falsely stating that the call the referenced to in the 2022 document was made in 2022 instead of 2011.

NFO simply emailed me that the case is now closed and they won't assist in this matter further.

So, FNB can simply f*orge documents and get away with it without any legal repercussions?

Nice going NFO.