Complaint

I opened my FNB account in 2010. About three years ago, someone at FNB contacted me and advised me that if I do not take and overdraft (credit facility) that I can no longer continue with my current account. I insisted that I am not interested but at the end of the day she convinced me that I only must load R100 to keep my account. Three years on and FNB updated their pricing to now charge you R69 for this credit facility which I never wanted. I contacted FNB, and the agent reduced the R100 to R1.00 just to hear from another agent that this will not make a difference as the credit facility is still active. FNB emailed me to tell me that they are going to downgrade my account to another package without informing me of the differences. The previous package cost R240 plus the hidden R69 fee for a R1.00 credit facility and the new package will be R260, but I still do not know what this package will offer. I have emailed, phoned, used the FNB App to log a complaint, but after 17 days, still no phone call from FNB. I have six reference numbers and not one response, quite scary from a business like FNB. I have also informed FNB of a transaction that went of twice on my account. They have reversed the double transaction but now the available balance on my account is more than what it should be, I know it is to my advantage, but banks will rectify their errors later and all I wanted is an explanation on why the balances now suddenly differ. You can make use of FNB's secure chat, the agents will answer one query with a one or two liner reply and then drop the call. If you still not satisfied with the response, then another agent will come online, and you need to start all over again. These agents answer you like it is a BOT you are chatting to, very frustrating channel of communication to use when you need to speak to someone at FNB. It seems like the big banks just do not care anymore.