FNB More Focused on Profits Than Customers

On 31 July, I requested that my account be downgraded to a more affordable option. I was told this would be done within 7 days.

Yet, on 15 August, instead of seeing the downgrade, FNB went ahead and deducted the same high banking fees again. This is despite the fact that arrears were settled and the downgrade request was clearly on their system.

When I reached out via Secure Chat, I expected accountability. Instead, I got excuses. The consultants refused to acknowledge the evidence right in front of them and simply repeated that I was “still in arrears.” That is not true.

It’s clear that FNB is more interested in chasing profits than honouring commitments to their customers. They would rather keep charging inflated fees than do the right thing and process a simple downgrade. This is not just poor service – it feels like exploitation.

I am demanding the following:

Immediate action to downgrade my account as originally requested.

A full refund of the unfair fees deducted on 15 August.

FNB must stop hiding behind empty excuses and start treating customers with fairness instead of focusing on squeezing out every last cent.