FNB how can we help you

I phoned FNB for a settlement figure for my credit card on the 1st April 2019, I paid the amount given on the 1st. And then reduced my limit and requested the debit order deducted from my current account on the 2nd to be returned to me. Which is was. And then charged back to my outstanding amount due. Because I settled the account there shouldn't be a balance, I have been speaking to them, via the call center and Premium suite and emailing them since April to have this sorted. I eventually got hold of the complaints department and they invested. They listened to the phone call where I was given the wrong information by there banker. And they have agreed they are in the wrong. But will not deduct the balance off my card. They will give me an apology and two months bank charges back for the terrible service. Also on a recorded call. I was then told there will be a disciplinary hearing for the banker that gave me the wrong information but they will not settle my account. So as I said to Vuyo from FNB, this is unacceptable, as the client it isn't my fault or problem yet I am being penalized for there admitted mistake. I honestly feel beaten down by the bank. I have been a loyal customer for more than 15 years and a "Premium Client" but will pay the price for there staff. I honestly don't feel that this has been handled very professionally or very fairly. As a customer I honestly don't think I should be penalized for there mistake. What ever happened to good customer service?