RED TAPE TO REDUCE SERVICE FEES

I am furious and frustrated by your blatent inconsiderations for me as a customer.

I have emailed you 2 times already. 12 oct 2017 I went into the Chilli lane branch to update my residential address and downgrade my account to an easy account, which apparently I could not do over the phone as your internal rules to ***** the customer does not allow for this.

After waiting for my turn, having my finger print taken and verified (which hopefully you have the ability to use as an audit trail to verify that I was there), your consultant advises me of the option to downgrade to a gold account for an amazing fee of R105 + service fees and .... FnB you idiot, why the hell would I go into a branch when I could do that telephonically. After convincing your consultant that that is too high given my transactions are minimal, he agrees to a downgrade to an easyaccount which will take 5 days but will be backdated to the 12 Oct 2017. He asks that I email him my proof of residence as the system is slow. I wait and see if he receives it, but i am then advised that he needs his collegue to check her email as the email address is hers... thats my personal information that I trusted you with!

At month end I realised that no changes were made and the FNB visit to chilli lane was wasted. I contact fnb on my app, they can assist with providing me with an email address for the Fica docs, but can only downgrade my account to a gold as the internal process to ***** the customer is live and must not be broken. After wasting more of my time on the app i asked for the complaints channel, i got the email for FNB cares. Emailed this drama to them, got a 'Bull S#*#' email back from something called Point of Presence Informing me that my account will be downgraded and they are extremely apologetic.

Guess what, you have not acted in my best interest or treated me fairly. My account has been downgrades to a gold. This is not what I want. This is what you want. You have made it impossible to downgrade my account despite me jumping through your loop holes, taking time from work, my airtime, my personal time and a bit of my sanity in dealing with you.

All you had to do was downgrade to an easy account, backdate to the 12 Oct 2017. Refund the money you stole from me. I did not give you authority to down grade to a gold account.