FNB (probably) *****ing from their clients...the saga continues...

On 24 May 2018 I logged the complaint below. On Friday, 25 May 2018 my personal banker called and promised I will get an answer at the latest Monday 28 May at 17:00.

Well, guess what? Yep, no answer, no message, nothing! How can we help you? Easy...start by actually keeping your your promises!

So, here is my complaint again: It is a sad day when the bank that always ask "how can we help you" decide to ***** from its clients...or at least that is my believe.

Here is my story: I for many years had a FNB One Account, then in March 2017 I upgraded (I wonder if in fact it was an upgrade!) to Private clients. I have for many years received eBucks, even after my change to Private clients. No problem at all. But this month I noticed I did not receive any eBucks and since I am planning an overseas trip and wanting to use the Slow lounge, I was suddenly informed that I do not qualify. The reason? I did not get a monthly deposit of R32500 every month (I have my own business and sometimes deposits are late).

However, this is what is stated on the FNB eBucks site: Before you can start earning eBucks, you must first meet the qualifying requirements.

To get going, you must: Have a monthly deposit of at least R32 500 into an FNB Private Clients Cheque Account, FNB Islamic Private Clients Cheque Account, FNB One Account, FNB Private Clients Single Facility or FNB Fusion Private Clients Account. OR

Have deposits over three months totalling at least R100 000 into an FNB Private Clients Cheque Account, FNB Islamic Private Clients Cheque Account, FNB Private Clients Single Facility or FNB Fusion Private Clients Account. OR

Have a monthly balance of at least R75 000 in an FNB Private Clients Cheque Account, FNB Islamic Private Clients Cheque Account, FNB Private Clients Single Facility or FNB Fusion Private Clients Account.

So, obviously I did not comply to item 1, as one month my deposit was a few days late. However, I exceeded item 2, stating a total deposit of at least R100 000 in a 3 month period. And I also exceeded ietm 3, having had a balance of more than R80 000 for close on a year now.

Yet... My personal banker informs me that suddenly now I do not qualify! Apparently , when my account was changed, it was indeed changed to a Private Clients account, but since it has a bond on it, it is not a "normal" Private Clients account and therefore I do not qualify.

Now, I want to know the following: 1) Why, if this "special" account does not qualify for eBucks, did I get eBucks since the upgrade? The eBucks site shows that in March 2018 I did qualify, with the same account, only difference is the monthly deposit (item 1). But for April 2018, with the same account, I do not qualify, even though I satisfy items 2 and 3. 2) Why, if this "special" account does not qualify for eBucks, would the account manager email me in the "How can we help you get started" email after the upgrade include documentation on eBucks and how I earn them. 3) Why has I never been informed that this "upgraded" account" is not the standard Private Clients account? 4) Why is it not stated ANYWHERE on the FNB website that Private Clients accounts that has a bond attached to it does not qualify for eBucks?

I simply cannot believe and accept that this is fair treatment of a loyal customer. Shame on you FNB!

I want a person with authority to look into this and rectify the matter.