FNB Connect Service

I have had the prepaid FNB Connect Unlimited package since 2016. I recently attempted to reduce the expense by switching to the R249 from the R399 package and the call centre consultant failed to inform me that I would lose the minutes for which i had already prepaid - without being refunded at least a portion of the R399. All of this happened on 15/01/2020 and I have been left no alternative but to pay the R249 in order to be able to make calls as needed.

I don't think i have been unreasonable by expecting to be reimbursed a portion of the money for a service I had already paid, or to at least pay a pro-rata fee for the secondary service. Ironically, I have paid a total of R399 + R249, as I attempted to save money.

Apart from the aforementioned, after two business days, I found out that the complaint has not been escalated as it was supposed to have been. I now have to wait another 48 hours (excluding the weekend) for the admin department to address this. At this rate, I'm unsure that I'll refunded. Based on this negative experience and customer disservice - having been a loyal customer for the last 14 years, I am strongly considering moving all the accounts I have with FNB.