FNB Premier not so premier when it comes to customer service

I upgraded from a FNB Gold to FNB Premier account in April ’18. The FNB Premier programme promises improved customer satisfaction as testified of in their slogan “Enjoy better client experience”. I have had quite the opposite experience. I will explain the situation using bullet points with dates to keep the review brief.

13 April: A FNB Premier agent phones me saying I qualify for Premier and can upgrade. I agree but clearly explain to the agent that I am leaving for a 18 day trip to Europe in three days’ time and need a credit card. He says there is no need to worry, the "Gold" card in my possession will still be active and I can simply switch to the new "Premier" card upon my return.

17 April: Already abroad, I realize I can use my credit card but cannot transfer funds to the card using the banking app.

19 April: I contact the so called “personal bankers” through the Secure Chat on the FNB app. Four different “bankers” fail to help, not answering my questions and simply saying sorry we can’t help without proper explanation why.

19 April: I email ********** and explain the issue.

20 April: I get a reply from an agent from the Sales and Services Contact Centre that seems more competent than the secure chat bankers. He says the new Premier Credit card and the Gold Card should be linked and funds in the Premier Card should be available through the Gold card. It didn’t work and I informed the agent about it.

23 April: I email the agent saying the card still doesn't work.

23 April: The agent replies and says I should try another transaction, it should work. It didn’t work and for the third time I have to face a random foreign cashier who tells me insufficient funds on your card.

25 April: I email the same agent and he simply does not answer my email.

25 April – 2 May: I am in Serbia and Greece and have to make due without a credit card, which, as any traveler will testify, is a serious inconvenience. As an added bonus I get dropped an eBucks level, most likely because I could not use a credit card and could not earn eBucks.

11 May: I email the Sales and Services Contact Centre agent and ask whom I can email to lodge a formal complaint. No response.

16 May: I email ********** and complain about the matter. The automated response states that a reply can be expected within 48h. No reply

30 May: I email ********** again and ask why am I not receiving any reply?

1 June: An agent answers me saying “we sincerely apologize for the inconvenience and will get back to you within three working days".

11 June: Still no response.

My conclusion: FNB Premier has no respect for customers and should be avoided if possible.