From Online to Telephone Banking - System Fails

I have always thought that being a Premier Client, you get a personalized service. I logged onto the online banking and tried to get their contact details, but it tells me there is a systems error. I then log out and find the details on another site and decide to call them. It then asks for verification whereby you need to key in you ID No on the telephone keypad. I am constantly being told that my ID number is invalid. I then call as a Non FNB customer to get a hold of the consultant. Someone then verifies all my details and we begin, and just then the call drops. Now, the consultant has all my details but does not call me back. I then go the same route again and finally chat to a consultant. I gave a rating as 1 and mentioned why, but FNB has not bothered to call me to discuss.

The reason i called was that i booked for something online, and the system only allowed me to purchase on 12 month budget on my Credit Card. I wanted this to be changed to 24 months, which the consultant did.

This week, i was booking an international accommodation and the transaction would not go through, which i found very strange. I then checked my account, and find that my straight account, has 0 funds and i owe R16k from being on a credit balance. I call the bank, and go through the same saga as i did when i initially called. The consultant tells me that my account is overdue and we need to fix this or possibly pay the amount. Now this irks me as i have never defaulted in my account since i have been their client. I tell the consultant to look into the matter and verify how did i end up owing R16k on my straight when all i asked was to change my 12 months to 24 months budget. After going back and forth, she realises that the previous consultant made a mistake and debited my straight account as well. Now how in the world can this happen??? All i get told is that the consultant made an error but it has now been rectified.

My issue is that i lost out on the special at the hotel i was booking and had been forced to choose a more expensive package due to FNB's carelessness.

The 2nd issue is that my perfect credit rating score gets damaged as it shows that i have exceeded or defaulted. Will this be rectified? How will the ensure my rating does not get affected??

The 3rd issue - please sort out your online and telephone banking app - and NO, my app is not out of date, it is actually your system that is messed.