FNB Credit Card limit increase NOT digitally-savvy and efficient

I completed a credit card limit increase application via the digital self-service channel (online banking) on 27th March 2021. I was presented with options to choose from, either: 1) limit increase with an upgrade 2) limit increase without an upgrade 3) just an upgrade

I very clearly selected limit increase WITHOUT the upgrade, because I had no desire to move to Premier. I am very happy with the Gold banking offering.

I received notification that my application was accepted and approved in principle with an interest rate of 16.5% (agreed customer quote via my email, as well as a notification through the banking app), I just had to upload proof of income which I immediately did. A new debicheck mandate came through which I accepted.

4 days go by (including Sunday, which is a non-processing day), without me seeing the limit increase in my credit card which I find strange.

So I call into the credit card “application follow up” department on 31 March. I request for them to check my application, a lady tells me I submitted a limit increase together with a credit account upgrade. I very clearly did not. I inform her of this. To which she rep**** and said then FNB systems defaulted to creating a limit increase AND account upgrade, she will have to cancel this application and direct the call to “Fast Sales application”. A lady by Philisiwe Ngcobo assists me there, so she makes a second limit increase application. This time around I request a R30k limit and NOT R40k. The personalised interest rate for this R30k limit is now 17.5%. I ask what the maximum interest rate that can be charged on credit card according to NCA, she says 21%

I leave it at that. I accept the quote, and she tells me the limit will take effect within 24-48hrs. And sends through the second quote where I see the maximum interest rate charge according to NCA is 17.5%

I am absolutely appalled. I now have an unfair interest rate on a much lower credit facility, than I had originally app**** for! How is this fair on the consumer? I utilised your digital banking offering and I couldn’t come right then resorted to calling to be told your systems defaulted to an upgrade and limit increase (which is clearly NOT stated in my quotation I received and accepted)!

I request the original 16.5% interest rate on the R40,000.00 limit increase on my gold credit card account that I had app**** for on the 27th of March!

Do I really have to go to the branch, in 2021, for this to be sorted?!