More terrible service from Premier Banking

Hi there,

I'm still awaiting a response on why my service with FNB's Premier banking has been so terrible.

I'm not really sure why I'm paying an extra R104 per month for a 'Team of Premier Bankers available 24/7' when it takes a month to get a response from them and are definitely not available 24/7 and they can't help with 90% of the queries I have.

There was an issue with FNB's debit order going off for my credit account even though it was paid in full. I had to submit 3 requests to get any response and eventually only got a response because I complained on HelloPeter. Here's a summary of my experience so far: 1. Online banking query ********** 0 on 3 December 2018 2. No response received so messaged the Premier Bankers via the app. They couldn't help and referred me to send an email to the fnbcard email address. 3. I sent an email to that address on 14 December 2018 with all relevant information as per my original request - REF: ********** 4_ ********** 00 4. No response received again and the same debit order issue happened in January 2019. 5. I get fed up and post a complaint on HelloPeter on 2 Jan 2019. Ref: ********** NF 6. I finally get a call from the complaints department in JHB - very helpful lady (Natasha Adolph) who resolved this issue and reversed the dishonoured debit order charges. 7. I notice that there's another charge which has not been reversed and send another complaint in via online banking on 3 Jan 2019, REF: ********** 00 or ********** 00 (not sure which this was) 8. I get a rather blase response from the Premier Team on 7 Jan (CRM: ********** ********** 6) saying that the debit order went off correctly and also with incorrect information about this payment method - essentially refusing to refund the additional charges. I reply to say that they're incorrect and all my other charges have been refunded. 9. No response, so I follow up and reply to that chain on 10 Jan.

Currently sitting with no response to any of the above, and would really like to know why I'm paying extra for this shocking service. I was considering moving up to Private Clients, but this experience has quite definitely put me off - in fact I'm thinking about moving back to Gold, where the service was actually better.

Regards, Duncan