FNB customer non-service

After a long trip, I arrived at Lanseria Airport and checked into the Slow Lounge without any prior issues. However, I was later shocked to discover that an amount had been deducted from my account by FNB, based on the claim that I was not eligible to enter the lounge. The account to follow has infringed upon my consumer rights as outlined in the Consumer Protection Act, 2008 (Act No. 68 of 2008).

Upon contacting your customer service for clarification, I was informed that the charge would be reversed. However, weeks went by without any reversal, prompting me to reach out again. At that point, I was told that my account level did not meet the requirements for access to the lounge. This information should have been communicated to me before I attempted to access the lounge, rather than placing the onus on me to inquire proactively about eligibility- this after YOUR customer service confirmed that I would be reimbursed.

Moreover, I found no such instructions or eligibility criteria stated on your website, which raises concerns about transparency and accessibility of information. As a consumer, I have the right to be adequately informed, as stipulated in Section 29 of the Consumer Protection Act, which mandates that suppliers must provide consumers with information that is necessary for them to make informed choices.

Additionally, I have previously encountered hidden charges associated with my account, which were similarly justified by your team due to the type of account I hold. This pattern of undisclosed fees is troubling and contributes to my decision to cancel my credit card with FNB.

I kindly request a thorough review of this matter and a formal response addressing my concerns. I believe it is vital for your organization to improve communication with customers, ensuring clarity regarding fees and eligibility for services.