FNB Private Clients pathetic service, 11days and counting

On monday 15 February evening, i attempted to increase my credit limit on my private clients credit card. I normally do all my transactions on my phone but this time my laptop was open to i did the application on my computer. In a hurry and not reading the real meaning of the offer, i ended up upgrading to a Private Wealth credit card instead of a simple limit increase on my current Private clients card.

I realised this when i got the email to confirm and after accepting, realised i just upgraded my account. I had no intention of increasing costs.

I called on Tuesday morning 16 Feb. I was put through to Private Wealth credit card division. This was between 9 and 10am. I spoke to a gentlemen named Gladwyn (excuse spelling). He was very junior which shocked me as he was taking calls as a Private Wealth (PW) credit card division agent. He asked for help on almost every point. Finally he tells me I need to delete my PW credit card in order to cancel the PW credit card account. I told him that didnt seem right but he asked someone and confirmed I need to do that. I deleted the card and it didnt effect the account as expected. He then told me i need to speak to my private banker.

I have been speaking to my Private clients banker since Tuesday last week. He has escalated multiple times with multiple things that were supposedly being worked on in the backend. I wanted to escalate and complain many times but he asked me to allow him to follow their procedure. This monday i was told i needed a new credit card and that will be linked to my profile and solve the alignment of accounts. As normal, like a non important issue, i waited the normal delivery times.

I got 2 cards yesterday (25 Feb) morning. Both were Petrol cards!!!! I have given FNB more than enough chance to solve this and it has been incompetence after incompetence. If this is how you treat reasonable clients, then no client should ever be reasonable. I am a Client Services Director, so I wanted to be reasonable and give FNB the benefit of the doubt. But FNB clearly doesn't understand urgency when people are calm! I logged a complaint yesterday at 3:30pm and no one has even called. So much for being the leading digital bank! What would it take for this to be resolved, its like I have asked to open to business accounts where the account holders ID is being imported from America via ship or something. All I want is a my credit card increase done and close an account that is only open digitally right now!