From happy client to not happy client with recent experience with FNB (First National Bank)

I have been with FNB for a number of years now after moving from my previous bank and thought it was the best thing I ever did up to now! Don't, get me wrong, FNB is leaps ahead any of there competitors but I think it is more about them then there actual clients. The reason for my mail is I have previously travelled abroad on many occasions and each time made use of the Slow lounges at all major airports. This is part of my perks being on the package I am. Due to Covid I haven't travelled much and haven't used the Slow lounge for some time until one week ago when I travelled to Namibia. I had one juice and a small roll before my flight and to my surprise was billed R400 on my credit card (most expensive drink and meal I ever had!!). I immediately queried this with my private banker (not going to mention his name) on email and he got back to me with an explanation 2 days later.

His explanation is due to my reward levels dropping to one level lower for this specific month of May I did not qualify for the benefits "I always had" but without being informed these benefits depend on your levels, was now billed R400.

Firstly I was never informed by FNB or my banker that the slow lounge access depends on your reward level (with my package it was always free) but the worst is I have already sent my private banker 3 response email expressing my unhappiness and up to date I haven't had any response at all.

In short I think FNB has grown so big that it seems I have only become a number that is mostly the case with big corporates. This is a R400 small issue but for me it is more then that, it is the fact that FNB just don't care about small things like mine and just choose not to respond back to my unhappiness I am expressing.

FNB, I have only praised your institution all the years I have been with you and due to that I had so many friends and family closing there accounts and moving over to FNB but I am afraid that is stopping today as I will make sure going forward I will let everyone know my experience as per the above.