Account Downgrade Issue Resulting in Arrears and Credit Score Impact

Dear [FNB Customer Support],

I recently contacted FNB via SecureChat to request a downgrade from my Aspire Account to an Easy Account, as we have moved to Standard Bank and only maintain the FNB account for credit card transfers and my FNB Connect debit order.

During the chat, the agent informed me that I could not downgrade due to an active overdraft and that the overdraft would need to be cancelled first. I agreed to this without fully understanding the implications — and unfortunately, they were not clearly explained to me either.

What should have been communicated is that once the overdraft is cancelled, any funds transferred into the account would be absorbed by the negative balance, effectively disabling my ability to make payments or transfers. As a result:

My R3,500 transfer into the current account (intended as payment for my credit card) was used to settle the overdraft.

I am now unable to pay my monthly FNB credit card via debit order as it could not be processed and is now in arrears and does not give me an option for debit order from another account or bank.

My FNB Connect debit order could not be processed and is now in arrears and does not give me an option for debit order from another account or bank.

My FNB personal loan debit order could not be processed and is now in arrears and does not give me an option for debit order from another account or bank.

My credit score is being negatively impacted due to these failed payments.

This is incredibly frustrating. Why was there no check done on my account for active debit orders before proceeding with the downgrade? Had I been made aware of the consequences, I would have opted to keep the Aspire account and simply absorbed the higher monthly fee.

I have since asked if the Aspire account and overdraft could be reinstated to their previous status so I can manage these payments properly — but was told this is not possible.

At this point, I am left with three accounts in arrears, a damaged credit score, and no clear way forward. I urgently request your assistance in finding a resolution to this issue. I am more than willing to reinstate the Aspire account if it helps restore normal account functionality.

Please advise what can be done as soon as possible.