PATHETIC SERVICE FROM FNB

On 20 November 2023, I requested for a downgrade from Premium to Aspire account as I couldn't afford the R250 monthly service fees. I requested this through FNB Secure Chat on the FNB App.

I chatted with Khutso and I was given a case No. CAS-***5-S2W7M7 and she said it will take 5-7 working days for the downgrade. Nothing happened, end of November R250 monthly service fee was taken off my account despite requesting for a downgrade.

On 22 December I did another follow up on the Secure Chat FNB App, I chatted with Jacqueline, she said she will send an updated request as nothing happened on the previous case. I was again given a new case no. CAS-***2-X6F6NS also 5-7 days waiting period. on 23 December 2023 another R250 monthly service fee went off my account. On the chat she said I can dispute the monies that went off my account as I have already requested for a downgrade.

On 27 December I did another follow up and chatted with Jason, then it gets worse, he said the previous escalation was not actioned, meaning the second case was not even looked at.

I called the complaints helpdesk on the 22 December 23, I spoke to a consultant who saw all the cases on the system and he could not tell me why they are not actioned, I asked to speak to the manager or the supervisor, he said the manager's name is Lerato she will call me back to resolve this, well she never did probably she was not even bothered.

Instead on the 29th December I received an email from Lynette Van Der Walt who said they acknowledged my complaint but I need advise when the request for the downgrade was submitted in order for them to investigate and assist. Till this day on 04 Jan 24 she has not responded to my emails, another one who is not bothered.

This morning of the 4th January again I spoke to a consultant by the name of Lindell on the Secure Chat FNB App, she said it looks like she will have to log another request as there is no December case on file, New case logged CAS-***0-R3L7L7.

I am sitting with 3 cases that they generate on the system and they never attend to them, end of January they will take another R250 for the monthly account fees plus the R327.50 service fees. They are stalling with this case because they want to frustrate me to a point that I eventually give up and loose money while they make money.

WOW FNB IS PATHETIC, LERATO AND LYNETTE TAKE THE CUP. I WANT MY R250 FOR NOVEMBER AND R250 FOR DECEMBER