FNB no longer such a good propesition for private banking

This is an email sent to them and a second mail based on their telephonic response to me. Mail 1 This is now the second complaint in less than a months’ time that seems to be too difficult for my personal banker to solve. I am not sure why he has to go through so much to get something as easy as this to get it sorted, but he indicated that he has asked for the reversal of the transactions at hand, but to no avail. In short, I re-joined private clients after I went back to premium banking for a while, and after my first complaint a couple of weeks ago about the bad service from WesBank, it now seems that eBucks is a problem as well. My issues are two fold, I was charged for my slow lounge access on 10 Feb which was taken up with my private banker on 12 Feb and is to today still an issue. They reversed the transaction just to charge it again on the same day ( 17th of this month), after initially charging me on the 11th for my access on the 10th of Feb. My second query is that I was charged a R110 fee for courier services, which is suppose was for delivery of my new private clients cards, which was not indicated to me as being chargeable when being delivered to me, and my private banker also indicated that this is only chargeable if I order secondary cards, which I didn’t. Now these courier fees were also charged to my wife’s account who joined private banking on the spousal package, so in total I am out of pocket R110 + R110 + R250 which is R470, which was taken from my account in an instance, and can’t be paid back in that same short timeframe that it was taken. It seems as though FNB is also sliding into the abyss when it comes to service, and it looks like my frustrations with premium banking has come over to the private banking side, as issues takes forever to resolve. I have no problem in shaming companies, and will do the same as I did with my WesBank issues, by putting my complaint on hellopeter if I don’t get any answers before the end of the day, as it shouldn’t take a week just to let me know what the hell is going on! Furthermore, I can’t keep on having issues with my bank that I have to keep on phoning to find out if it has been resolved, and when will it be resolved, and why does it take so long. My time spent on these things are time lost during my working hours, so please do something about your response times, I joined private banking to have these issues dealt with on my behalf and not to deal with it myself. I lodged a complaint with eBucks by phoning them, and the lady said she would phone me back in the afternoon, which did not happen, and all that I got was a mail that asked for a ranking from 1 to 10, which I gave a 0 ranking as nothing was resolved and I received no phone call back, and you know what, no one got back to me asking why I gave a zero rating. Just goes to show you what a complaint means to FNB.

Mail 2(based on feedback that I wont get refunded)

Just as I thought, now it is a timing issue and I won’t be refunded.

I used my fusion account on the tenth as my premium account card was no longer active but as I only received visits on my fusion account from the 11th of Feb, I have to pay for my visit because I used the only card I had available for swiping. And all of this, although I still had visits left on my premium banking but could not use them as the card was no longer available, so I am penalised for using my new card as my old card is no longer available.

Please let me know if this is deemed to be fair practice at FNB, as I will not leave this here!