FNB Inconsistent and unfair

Extremely unhappy with FNB, have not had to be debited for my credit card in years yet suddenly they want to implement conditions that have not been carried out ever before. Chatted with Avishkar Singh via their chat and he was not pleasant or very helpful and did not seem interested in assisting me. If for the past two months the very same process was not followed how can it only be started now? This is unfair and not legal for a financial institution to start and stop processes when they feel like it. If not resolved will definitely be going to the FSB and ombud.