**************** and Disgusting service by FNB

<p>On the 4th of January 2017 I had decided to phone fnb to downgrade my premier accounts to a gold bundle account. A lady by the name of Nonkazimlo Kong had told me the downgrade for the gold cheque card had been successful and I would have to fetch it once it was ready. She had told me that she escalated the credit card change to be made as well and I would receive a quotation for it. 6 days went on and still no response from them... I had logged a complaint on the 10th of January and a lady had called me on the 13th to inform that the quotation would be emailed. I submitted the outstanding documents to fnb and still no response was received. This morning I had found out that I had been charged separate charges for the supposed gold cheque account which I'm currently using the platinum card for. Almost R100 in separate bank charges and I am going to be charged the monthly fee as well. I had tried to get through to fnb but no one could assist me and I had been transferred from call to call for about an hour. Only to find out from a guy from the credit card department that the gold account was never activated and I am paying separate charges for using that account. Furious after hearing this... He wanted to then transfer me to the lady that dealt with the supposed downgrade not guaranteeing me that I was charged unknowingly and unfairly and that I would be reimbursed. Where is the escalation process in fnb? Why would I want to speak to an *********** agent who could even downgrade my account. I had asked him how to cancel my accounts and he had given me the fnb retention contact details... An 011 number. So what am I supposed to do now? Allow fnb to rob me more? The call center agents from card to complaints are totally unprofessional and useless. No one know what's going on. Really disappointed with such pathetic service especially if fnb's agents have made a mistake with the downgrade. Definitely considering changing banks since no one can assist me or even solve this problem. Shame on you FNB!! </p>