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Nadia M

1 reviews | Active since Mar 2010

18 Nov 2020, 10:50

FNB - wrong execution on bank account downgrade, steels fees

I have tried to close my FNB Premier bank account because I decided to move to Discovery bank - the call center consultant convinced me to just downgrade to an Easy Account @ R4,95 pm. (part of the reason I am moving my banking - they are more expensive than others) I remember that I repeated the amount a number of times to confirm the move and amount. My 'normal' premier fees went off for the last time and 4 days later an R29.90 went off. When I queried the amount - I was told it was a pro rata Easy account amount. I explicitly said that I wanted the R4.95 option just to keep the account open - now in hind sight I should have just pushed trough in closing the account. FNB has just taken more of my money by making a mistake. I tried to chat with their online bankers but i keep being number 1000+ in the line and then as soon as I am ready to chat, they say "I haven't responded to the chat" - when I have responded immediately. On top of this, their lines are down, I can not get a hold of anyone in order to rectify this - an more days are passing. This is how they will just gain money from their mistakes - I want hem to go and listen to my recording where I have said that I wanted the R4.95 option and rectify this. I will not accept anything else.

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Replies (2)
NM
Nadia M's update24 Nov 2020, 12:26
Reviewer Update
Almost a week later and no contact, apart from an acknowledgement of the complaint and that they would listen to the recording. Time is ticking. Still on the R60 package where I asked for the R4.95 one. But changed my mind - want to close the account asap. Your silence is just another indication of poor customer service.
NM
Nadia M's update26 Nov 2020, 13:53
Reviewer Update
48 hours later and still nothing - I vow here that I will not pay any more bank fees. For me the account is closed. They can come look here 26 November 2020 (It started way back before this). I gave them more than enough time to respond. My account is closed. If it runs into negative amounts it will be for FNB's account.