Misleading advertising FNB Slow lounge

I will now share my recent experience in connection with accessing the FNB SLOW international lounge.

As an FNB Premier account holder, I do not ordinarily gain complimentary access to the international SLOW lounge, however the campaign currently being run states the following:

"FNB's premier ..... clients can access the SLOW lounges with one complimentary guest or child... per entry..."

Prior to accessing the lounge I ensured that I confirmed the above with a Premier banker via Secure chat. The banker explicitly confirmed that I and a guest would be permitted complimentary entry to the International SLOW lounge.

The result, however is that a fee was charged for access for my guest.

Upon enquiry FNB have attempted to justify this in numerous ways with the issue being escalated to various departments with no accountability.

Firstly, the confirmation from the Premier banker alone is sufficient grounds to justify reversal of the fee. I cannot be held responsible for official advice received from FNB.

Secondly, if indeed the campaign did not permit this access, then the campaign represents misrepresentation as no where did it distinguish between lounges and would lead to a reasonable party to infer that complimentary access is permitted to all SLOW lounges given the certain minimum criteria.

It further seems that the Ts & Cs of the campaign have since been changed from the original to explicitly state that Premier account holders do not get complimentary access to the international lounge. This clearly show FNB's mistake and attempt to cover up.

I have been referred from pillar to post in this matter and it has been poorly handled by all departments. It is extremely concerning that FNB do not follow through with what is advertised and mislead customers to the extent of providing advice and then justifying the opposite.

Extremely disappointed from a loyal customer of 20+ years.