0 Stars – Unacceptable Service and Ongoing Delays

I requested a downgrade on my FNB account on 23 December 2025. It is now 3 March 2026 and this matter is STILL not resolved. For January and February, R120 per month has been deducted in service fees, totaling R240 — despite my downgrade request being submitted over two months ago. Every time I contacted FNB, I was assured that the downgrade was processed and that I would be reimbursed. On 27 February 2026, a consultant informed me that my account had never been downgraded. I was told the matter was escalated and that I should follow up on Monday or Tuesday. When I followed up, I was told the escalation was only done this morning. This means I have been misinformed repeatedly and forced to chase up an issue that should have been resolved in December. The lack of accountability, urgency, and communication is unacceptable. Customers should not have to repeatedly follow up for something this simple. R240 may not be significant to FNB, but it is significant to me. The principle of the matter is even more important. I now expect: Immediate processing of the downgrade Full reimbur*****t of all incorrectly deducted service fees Written confirmation once the matter is resolved If this is not resolved urgently, I will escalate the matter further. Extremely disappointed.