FNB Account Upgrade: Multiple Errors and Unexpected Charges

I was previously a happy FNB client on the Premier Plan. At the beginning of July, I received a call from Paulina Malatji, who offered me an upgrade to Private Clients at no additional cost for three months.

I considered this a good opportunity and confirmed during the call that I wanted my wife’s account upgraded, my children’s accounts to remain linked, and my credit card to remain aligned with the upgrade.

Unfortunately, the process has resulted in a number of problems.

My credit card was upgraded to Private Wealth, while my cheque account was upgraded to Private Clients. My children’s accounts were not linked as requested. I was subsequently charged for the Private Clients account. In addition, my wife’s account was upgraded to Private Wealth, while my account was upgraded to Private Clients.

As a result, I have incurred financial consequences, including paying fees for my own account, my wife being charged for Private Wealth, and the loss of benefits associated with the previous arrangement, including eBucks and other vouchers.

I am sharing this review because I believe customers should carefully verify the exact products, account levels, fees and linked accounts after accepting an upgrade offered telephonically.

My concern is not with upgrading itself, but with the fact that the changes made to our accounts did not correspond with what I understood and confirmed during the call.

I hope FNB can put me back to premier and reimburse me and my wife for the losses.