How difficult is to downgrade a service with FNB?

Issue 1: Issue with FNB App - Upgrade/Increase Limit Functionality

Within the month of February 2021, approximately between the 17th - 18th, I was trying to make use of the Upgrade/Increase Limit functionality on the FNB App for my FNB Gold Credit Account. However, whilst trying to complete the process, the mobile application crashed on more than 1 occasion. After several attempts, I was finally able to complete the process only to find out that instead of my credit limit increasing, the credit account was upgraded instead.

I received confirmation from FNB in the form of an email (***) titled "FNB Product Application" with content relating to "We have received your application for the Credit Card" on Feb 18, 2021, at 15:02. I assumed, based on the content of the email, that the application to increase my credit limit was successful at the time and did not take any further action. This was then later confirmed by another email received by FNB titled "Customer agreement" which was received on 19 Feb 2021, at 12:08.

At this point, I made several attempts to contact FNB, through a very useless automated customer service system, in order to get a clear sense of communication as to what the outcome was. It was at this point I spoke to a consultant which will be covered in Issue 2.

Issue 2: FNB Credit Card representative mislead me which resulted in monetary loss

After having received confirmation that the Increase Limit was unsuccessful and instead resulted in a Credit Upgrade, I then made it a point to call the Customer Care Line. I spoke with a consultant at this point (CALL ***) who assured me that the upgrade would have NO detrimental effects on my day-to-day. I even made the point on the phone call to make reference to both the eBucks Rewards Programme as well as any potential negative side effects on my Credit Score. I was assured, under guidance, that this would not be the case.

Today, after having scrutinized my eBucks rewards for Feb 2021 based on my previous average for past months, I decided to make contact with the FNB eBucks Department. A representative, after a lengthy call, indicated that the reason for only earning a mere eB36.00 was based on the fact that my Cheque Account and Credit Account were not on the same package (i.e. GOLD) and this is why eBucks for Feb 2021 was disappointingly low. This should have been mentioned by the representative at the time as it was my intention to revert the upgrade at the time, but the consultant assured me that keeping the current package (i.e. Premier) would not affect my potential to earn eBucks in any shape or form. At this point, I have been **** to and this has essentially resulted in monetary loss.

Issue 3: Usless Customer Service System As of today, I made an effort to go to my nearest Branch (Durbanville) only to be informed that they do not offer the facility to perform a downgrade from Premier back to Gold. I spent roughly 25mins on their phone being sent around in circles trying to get my issue resolved only to find out from the Branch Manager that they cannot call the Premier Division from their branch line. So, I head back home, try to call again, to no avail.

Their automated customer service system is the by far one of the worst systems I've ever used. I call the direct line for the Premier Department only to be routed back to the Gold Department. This happens time and time again, even if the agent routes me.