Misleading Upgrade Prompt & Failure to Downgrade My Account – Unresolved After 5 Working Days

I am extremely disappointed with the service I have received from FNB.

Sometime last week, a temporary loan offer appeared on my FNB app under the “My Offers” section. When I attempted to apply, I was prompted to upgrade my existing account to a Premium Account. This felt misleading, as the loan appeared to be available to me but only after forcing an account upgrade that I did not want or intentionally choose.

Realising what had happened, I immediately contacted FNB via secure chat. On 11 November 2025, I spoke to a consultant named Lesego, who confirmed that my account would be downgraded back to my original Aspire Current Account within 2–3 working days.

It has now been 5 working days, and it appears that the downgrade has still not been processed. To make matters worse, FNB continues to charge me service fees for the Premium Account that I did not request and do not want.

This situation is unacceptable. I feel as though I was lured into an upgrade, and despite following the correct process to rectify it, nothing has been done.

I am requesting the following as a matter of urgency:

Immediate downgrade back to my Aspire Current Account.

Reversal of all Premium Account fees charged since this issue started.

FNB, I expect this matter to be resolved swiftly.