FNB Upgraded My Account Without Consent & Failed to Downgrade - Charged R120 Twice

I am extremely disappointed with FNB’s handling of my account.

1. *Unconsented upgrade*: I downgraded to an Easy Pay-As-You-Use account due to unemployment. After only 1 month, FNB upgraded me to an Aspire account _without my consent_ before month-end and charged me R120. 2. *Broken promises*: On 1 April 2025 I complained. FNB said the account would be downgraded within 7 working days, I’d only pay R7.50, and the admin team would contact me within 3 days about reversing the R120. Nobody contacted me. 3. *More delays*: On follow-up, I was told the downgrade would happen 14 April 2025. It did not. 4. *Charged again*: It’s now 30 April 2025 and I was charged another R120. Today FNB says the account was “only downgraded today” and I must pay because I “used it for the whole month.” 5. *No accountability*: When I asked why the 14 April downgrade never happened, the agent said she “doesn’t know” because “admin deals with that.”

*Resolution requested:* 1. Immediate reversal of both R120 charges taken without consent. 2. Confirmation in writing that my account is now on Easy Pay-As-You-Use at R7.50. 3. Explanation for why FNB upgraded my account without consent and failed to meet its own downgrade deadlines of 7 working days and 14 April.

Upgrading accounts without consent and ignoring your own deadlines is unacceptable. Please resolve this urgently.