Misleading Info and Downgrade of Account by secure chat advisors without permission

Account Downgraded Without Consent & Misleading Advice on Card Transfer”

Review: I have been an FNB client for 24 years. My bank card expired and was delivered to a Cape Town branch even though I haven’t lived there for 13 years. When I used the secure chat on the FNB App to request a transfer, I was told this was not possible and that I would need to cancel the card and pay for a new one.

Later, at the Ottery Branch, I was informed that a transfer is possible and they assisted me. This shows I received incorrect information via secure chat.

During the same chat, I only asked for information about downgrading my account but never authorised it. Despite this, my account was downgraded without my consent. As a result, I lost all my eBucks benefits (I was on my way to redeem a Wimpy voucher) and I can no longer upgrade my account.

This has caused unnecessary stress and financial loss. I would like FNB to urgently reinstate my original account type with all benefits, explain how this downgrade occurred without my consent, and ensure their secure chat advisors give accurate information