Poor service from FNB

Good day I write to you with utter dissatisfaction and disgust with FNB, on the 23rd of January 2025, I had a conversion from Premier to Fusion, when the call was made to me, the agent did explain that there is an overdraft facility and that I can keep the amount to minimum of R1000,00 and would have 30 days interest free. I listened to the call recording on Saturday, 15 February 2025, and at no time did the agent mention that I was granted a R250,000 overdraft facility. If that was the case, I would have immediately declined it. I am a private banking client of Standard Bank and for years they have been offering me an overdraft to which I refuse at every turn, so why would I take one with FNB, unless it was never disclosed. I am also fully aware from past account openings with other institutions that a Credit Facility can only be made available to customers once they provide proof of income together with supporting documentation within 10 calendar days of being approved, to validate the affordability assessment performed. This is an NCA requirement to prevent reckless lending. This was never requested from me, so it is not unreasonable for me to believe that there was no overdraft approved. Also, I was told I would be availed a copy of the contract via email. To date, I am still waiting. If it was sent as promised, I would have picked up the overdraft immediately. I was not aware that on a non-salary account I would be afforded a R250 000,00 credit facility, something as important as this should be discussed with the client, especially the interest rate, total cost of credit and estimated repayment amounts. None of this was disclosed to me. According to the financial sector conduct authority, FNB has not acted ethically and fairly and has violated my rights as the customer if I consider the following TCF outcomes: • Customers can be confident they are dealing with firms where TCF is central to the corporate culture – I am not confident at all • Products & services marketed and sold in the retail market are designed to meet the needs of identified customer groups and are targeted accordingly- I was completely misled • Customers are provided with clear information and kept appropriately informed before, during and after point of sale – this was so unclear, its not even funny • Where advice is given, it is suitable and takes account of customer circumstance – I was advised to take this option to save on bank fees, that was all • Products perform as firms have led customers to expect, and service is of an acceptable standard and as they have been led to expect – the service provided leave a lot be desired • Customers do not face unreasonable post-sale barriers imposed by firms to change product, switch providers, submit a claim or make a complaint. – I am facing an uphill battle to get this overdraft removed from my account The benefit of having this so-called upgrade of an account, was to save money and not have such a wreck less credit facility. I wish for this credit facility to be removed from my account and be moved back to the original premier account which had no such facility. As a client of FNB, I am aggrieved and was **** to for nondisclosure of the above. In the past few weeks, I had many unauthorised reversals made on my account and would like clarity on the matter. This is the first time when I found out that there was an overdraft on this new account, since the reversals made has overdrawn my account. If I did not have this overdraft in place, these unauthorised reversals would not have been allow3d to overdraw my account, which to my knowledge was operating on a credit basis. FNB has now allowed money to be taken from the R250,000 credit facility which should never have been in place. I look forward to hearing from you soon to resolve this matter where the reversals need to be reversed, the overdraft cleared and removed from my account. I cannot afford a R250,000 overdraft, I never consented to it, and this is now reckless lending from FNB. kind regards, Komlin Naidoo ***