FNB - Now you have to prove you are worthy of being their customer

In 2015, my husband was given the option to upgrade to Private Wealth, he then downgraded to private client a while ago because of the bad service. Last Mon he sees an option on his app so he filled in his details and was approved , spoke to his private banker who told him the wealth department will get back to him. He then receives an SMS to state that his Wealth Cheque card will be delivered today, he has it with him now, but no feedback from the Wealth dept. He calls his private banker, today, who informs him that according to the wealth department, he has to prove that he is worthy of a Wealth account by going to Sars and getting an IT34 to provide proof of income. This is after he was already approved. Is this what FNB has now come to, you have prove your worth to an exclusive club. Besides all of this we sent a joint will in 3 weeks ago and was told it is still being drafted after my husband had to continously call back to be updated. Why give him the option of an upgrade when you have to beg for something which you are in fact paying for. If he hadn't qualified, he would've been declined immediately. I am certain other banks value their customers much more than FNB.