Poor Client Experience and Mangement of Account

I was recently called by an FNB representative notifying me that I was eligible for an upgrade on my transactional bank account. They told me that they are running a promotion and I can be upgraded and still pay the same monthly fee for the next 3 months and will only be charged the upgraded account fee amount after 3 months should I wish to continue. I decided to take up the offer. For the last 3 months I've been charged the upgraded fee amount and when I called FNB to dispute this issue, I've been passed around and up to today I still have not been reimbursed for the incorrect fee debit order.

This is really poor service for a well-established bank. They offer private banking services, but you cannot even get hold of your private banker during normal office hours because they do not answer their phones. FNB get your act together.