FNB holding me at ransome

Recently I have not been too happy with FNB’s service as well as the banking “benefits” offerings, I was paying quite a bit in banking fees, I tried using as many product offerings as I can to optimize my benefits but the rewards benefit goal post seem to shift annually, because of these reasons I decided to switch banks. This is quite a tedious process as I needed to change all my debit orders, once I was done with this I asked FNB to please close my cheque account. I was informed that it would take 7 days to process, 7 days later this was not actioned. I then made the request again, still it was not actioned, when following up I would contact either the private wealth contact centre or chat function in the app was loading with the online chat consultant each time i would follow up . Eventually I wanted the matter escalated and only then was I advised (nearly 3 weeks later) that I could not close the account because I had a FNB device (this is strange) but I accepted it and asked if my account could then be downgraded. I was told that this will be done within 7 working days, guess what the account still has not been closed or downgraded. I have asked once again why this was not actioned and I’ve been told that I will hear from FNB within 48 hours. This morning I try to contact them and I get asked the exact same questions as if this process is starting all over again.

My frustration lies in the following

1. Why was it not communicated to me in the first place why my account cannot be closed (this would have let us to make an informed decision quicker preventing unnecessary costs) 2. Because of the delay I have incurred a crazy amount of penalties due to returned debit orders and banking fees, this is in excess of R2000 3. I keep following up and nothing is getting resolved, I’ve been given a 7 day timeline since mid November.