Self-service application for Limit Increase Only resulted in an unwanted upgrade from Private Clients to Private Wealth Credit Card

I requested a limit increase on my FNB Private Clients Credit Card via the self-service channel on Wednesday April 30 2021. I was presented with the following options:

- Limit Increase with an Upgrade - Limit Increase without an Upgrade - Just an upgrade

I very carefully ensured I selected the option for a limit increase without an upgrade, as I required an urgent limit increase to be app****.

The next day I received a notification that I should arrange delivery for my Private Wealth Credit Card. The app now reflects this new account and it appears as if my current Private Clients Credit Card has been transferred to this.

I make reference to a similar experience encountered by user "Nicole K" on hellopeter in her review titled "FNB Credit Card limit increase NOT digitally-savvy and efficient". This is clearly a system issue and not user error, and the impact of such a major change to a customer's banking profile in error is not acceptable.

On the morning of Thursday, April 29th, I had immediately attempted to make contact with my private banker, failing which I called the call center, and explained the situation. An email was sent to the private banker to attempt to resolve and no feedback received.

I called back later in the afternoon and was assisted by an agent in the call center, who tried her best to make contact with the credit card department while I held over the period of an hour. She was unable to assist in resolving despite her best efforts due to the inability to contact the credit card department.

On Friday, 30th April 2021 I called the Private Wealth call center and was assisted by Andisa, who again sent an email to my private banker and advised me to contact the Credit Card Limit Increase department. I was assisted by Simone who was very helpful and understood the situation, and has attempted to escalate and resolve the query. However she did advise that depending on the status of the application and where it is in the process, my existing cards might not work, which is not acceptable going into the weekend.

For this issue to be fully resolved I require the following:

1) Ensure the immediate continuity of my existing Private Clients cards (including the linked card for my spouse) as this is critical to my banking needs 2) Apply the requested limit increase on the correct Private Clients Credit Card as requested 3) Ensure that any billing implications of this error are rectified without me having to pursue this separately. 4) Provide an explanation as to why the application reflects as a limit increase with an upgrade despite my selection, and what steps FNB has taken to ensure no other users are affected by this system issue.

Organisations do make mistakes and system issues do occur, and I acknowledge this. This error has a big impact in the way I conduct my banking. I have provided sufficient information to both the call center and via this review for this error to be rectified without spending hours with call centers and follow ups, and I expect it to be dealt with this way. I eagerly await all of the above to be dealt with efficiently at the level I have become accustomed to with FNB and look forward to closing this with a positive review of how efficiently this error was dealt with.