FNB - HOW CAN WE NOT HELP YOU!

I wrote to FNB Complaints Department about being charged twice on monthly fees for an account I had requested a downgrade on. I was charged at the end of the month for the monthly fee as per normal but during the middle of the following month I was again charged a service fee. I enquired on the secure chat with the Banker as to why am I being charged a monthly fee in the middle of the month and was informed that it is the pro rata fee charged from the day I requested a downgrade to the day it was actually processed.

My problem with this is that I made the request on 12 March 2021 and was informed that it would take 7 days for my account be downgraded which implies that by the 24th of March, my account ought to have been downgraded and a new card sent to me. On 26 March 2021, I was charged a monthly account fee of R399 - my account had not been downgraded. I was telephonically contacted by someone from FNB early April about my downgrade and was once again asked why I want to downgrade. I explained and was told this would happen. Again on 15 April, I was contacted about the downgrade, asked why, provided the same answer and was told that it would be processed. Finally, the request was finalised only for me to see a monthly charge of R266. I don't believe this is fair on me because I am being charged twice for delays by FNB and it's processes. My request for an account downgrade was delayed by a whole month in order for the bank to charge me double.

I don't feel as though I matter as a client because the very reason for my downgrade was because the PrivateAccount was expensive for me. Now, I am being charged twice for a product I had stated I no longer wanted in due course. I don't understand how it can be justified that I be charged twice when the delay was due to FNB. Had my request been finalized as promised initially, I would have only been liable for the March fee and not the April fee. On top of that I was charged on the new account for April.