FNB increased my banking fees without notice or my agreement while I was waiting for assistance with a downgrade

I am extremely disappointed with how FNB has handled my request to downgrade my banking package.

I requested a downgrade (due to terrible service over the last 7 or 8 months) and was provided with a quotation showing proposed fees of approximately R90/R95 per month for my credit card, plus a R30 credit facility fee. I did not accept or sign the quotation because I had outstanding questions and was waiting for an FNB consultant to contact me before proceeding. I logged a call me back on the website with my correct number.

I was advised that a consultant would get back to me within two business days in an email with a reference number. It has now been eight/nine business days, and nobody has contacted me or responded to my questions.

Despite this, FNB has now suddenly charged me R180 for my credit card fee plus R30 for the credit facility, whereas my previous credit card fee was R75 per month.

I received no prior notification that my R75 fee would increase to R180, and I did not agree to or authorise the proposed new fee structure.

This is particularly concerning because the South African banking Code of Banking Practice requires customers to be provided with clear and timely information regarding fees and charges and to be notified before changes to fees or charges take effect. FNB's own pricing information also provides for advance notice of fee changes.

I therefore want FNB to explain:

• When and how I was notified that my R75 fee would increase to R180; • The effective date of this alleged fee increase; • The contractual basis for charging me R180; • Why I was charged the new fees while I was still waiting for assistance with my downgrade; and • On what basis FNB considers a quotation that I never accepted or signed to have been accepted or implemented.

I am requesting that the disputed R180 and R30 charges be reversed and that my account be returned to the applicable fee structure until my downgrade has been properly discussed, agreed to and authorised.

It is extremely frustrating to actively try to reduce my banking costs, wait eight business days for FNB to assist me, and then discover that my fees have instead been increased substantially without any communication or agreement. And without the said "promised" callback. But this is not the first time they promised feedback in 2 days and delayed to no end so this is old news.

I expect FNB to investigate this properly and provide a clear explanation rather than a generic response referring me to the published pricing guide. I also expect a proper resolution and a decent apology for this poor service.