Moving in the wrong direction

Since switching to FNB I have been experiencing poor service and *********** staff but FNB has gone to far. They have now decided to add a payment arrangement to an account without my consent and with no reason. I was not informed and this affects my credit score as well as my credibility. If for any reason I am affected by the *********** staff decisions I will be taking this to the Ombudsman. Just as an add on, the same account they now marked as a reduction account was offered to me a week before with a higher limit. Good job FNB, innovative but nothing else and definitely poor execution.