FNB Failing to Honour Agreed Data Allocation - Possible Consumer Protection Act Violation

I am lodging this complaint due to my ongoing frustration with FNB’s handling of my data allocation benefits.

I was previously allocated 500GB of data, which clearly demonstrates that my account qualified for this allocation. However, FNB has now reduced my allocation to only 20GB, relying solely on the current instalment amount of my device agreement, despite the fact that I have already received the higher allocation for several months.

I have raised this matter repeatedly and have sent numerous emails seeking clarity and resolution. Unfortunately, responses have been slow, inconsistent, or absent altogether. As a customer, I should not have to continuously chase FNB for answers or for benefits that have already been provided previously.

I believe this conduct may be contrary to the principles of the South African Consumer Protection Act, particularly regarding fair, reasonable, and transparent dealings with consumers. It is unfair for a benefit to be provided over several months and then suddenly withdrawn or reduced without adequate explanation, especially where this has influenced the customer’s expectations and usage.

I am requesting:

* A full explanation as to why my allocation was reduced from 500GB to 20GB. * Immediate review of my account and the allocation criteria app****. * Restoration of the appropriate data allocation if FNB has incorrectly app**** its policy. * A formal response from FNB addressing my concerns.

The lack of communication and the need for constant follow-ups have been extremely frustrating and fall well below the level of service I expect from a major financial institution.

I trust FNB will investigate this matter urgently and provide a fair resolution.

Regards,