Beware of becoming an FNB Premier client

FNB contacted me to advise I upgrade my credit card to a Premier card to avoid service charges on my bank accounts. The timing was bad as I was due to leave on an overseas holiday 4 days later. I gave this information to the consultant who advised that my existing card would remain valid until the new card was issued and that they would issue the new card in my married surname (my existing card is in my ****en name, and this causes issues at times). I agreed to the upgrade and asked for the card to be sent to the branch as I would be away. On the Saturday I was due to leave on holiday I transferred funds to my existing credit card. To my horror, the funds were automatically diverted to the new credit card, which I did not yet have. I phoned FNB for an explanation and they said my existing credit card had been cancelled and this could not be reversed. They suggested I use my debit card while travelling, so I should move the funds from the new credit card to my current account. I did this and to my horror, the funds moved out of my new credit card, but did not appear in my current account. Another phone call revealed FNB had put a "smartblock" on my new credit card, which effectively allowed the funds to come out of my credit card but prevented them from going into my current account. The consultant send an email to release the funds and happily the funds were available for my holiday. On returning from holiday I had numerous SMSs from a courier company trying to deliver my new credit card. I checked my cards through online banking and found: - I had numerous cards now showing in my online profile as 'active', 'new', 'activate now' - the new credit card was issued in my ****en name - the new credit card showed a balance due that did not match the outstanding balance on my old credit card I phoned FNB to ask what was going on. The consultant promised to correct the name on the card, arrange for delivery of the card to the branch but could not explain the balance due. I decided to visit a consultant at the Century City branch on Saturday to try and get an explanation. The consultant proceeded to phone the Premier call center who told me I only had one credit card, she couldn't explain the balance due and that she would transfer me to Mr Delivery to sort out delivery of the credit card. In a rage I demanded to speak to the bank manager. I was told they weren't there, and the most senior person there at the time was the operations manager. I asked to speak to this person. The consultant left and came back to advise that the operations manager was busy and I should log a complaint online. Further enraged I told them I wanted to close all my accounts with FNB. The consultants then advised that they did not have sufficient funds in the bank to close my accounts and that they could not transfer my funds to another bank. I would have to open another FNB account and transfer the funds into that account. I then demanded a bank cheque at which time they advised they could only close my current account, and the rest of my accounts would have to be closed by a Premier consultant. They organized for me to speak to the Premier consultant who told me the account closure process takes 3-5 days and during this time I would not have access to the funds in my account. I left the bank with no answers and having failed to even close my accounts. Once I had calmed down I decided the best approach was to speak to the branch manager at Century City. I submitted a request online, but the system doesn't work and the request failed. I tried calling the branch on Monday, 16th on their direct line and the Premier call center - both are experiencing technical problems. I'm at my wits end. I feel bul**** and disrespected by a bank where I have been a client since 1982 and who class me as a Premier client. Also, this whole fiasco started because FNB advised I should upgrade my credit card. If they had just left me alone I wouldn't be having to waste all this time trying to sort out the mess they've created. Worse, there is something going on with my funds that might even be ********** and I can't get anybody to take any notice. What on earth does one do?

Sharon Geeling