Shocking Service FNB Account Upgrade

<p>Beginning of June 2016, I was contacted by a sales consultant from FNB named Lucky with regards to upgrading my cheque account as it has expired. He discussed the options for both the Gold and Premier Cheque accounts with me and in the end I decided to go for the Gold Cheque Account (despite him heavily pushing for me to take the Premier account) with the reason being that I will rarely make use of the various benefits associated with a Premier account. Furthermore, I requested that my current Gold Credit Card be linked with my NEW Gold Cheque account once opened. The consultant stated that this will in order and proceeded accordingly. 2-3 days later, I received a Premier Account Card via courier, which is the WRONG account card given that I specifically asked for the GOLD CHEQUE ACCOUNT. Beyond this, two additional new Credit facilities were loaded onto my Online Banking Profile - this is in addition to the Gold Credit account that I already have. The two new credit facilities were for the amount of R15,807 and R17,779 respectively (I have no idea how these amounts were calculated???). I then immediately contacted the consultant again and explained that the wrong account was opened for me, therefore please fix it so that I end up with a GOLD Cheque account and please also remove the two new credit facilities loaded onto my profile as I did not ask for it neither do I want it. All I want is for my currently existing Gold Credit facility to be linked to my new GOLD Cheque Account. The consultant confirmed that all will be fixed, apparently an application for downgrade was lodged on my account to downgrade me from a premier account to a gold account already. This leads me to believe that despite my instructions to Lucky, he had signed me up for the premier account and then lodged a downgrade application either due to him realising his error or due to the fact that he had sales targets to meet (and forced the application for Premier account).</p> <p> </p> <p>Two weeks went by and nothing happened - no consultant contacted me, no courier service delivering my new card and also no sms saying that my new card is ready for collection at nearest branch. At this point in time my cheque card that I have in my possession is no longer working (given that it has expired) and therefore i am doing all my card transactions on my credit card. I then decided that since I am STILL registered as a PREMIER account holder, I am going to send an email to my 'Team of Bankers'. I sent an email to 'my team of bankers' on Thursday 30 June 2016 - I was not contacted within one day as advertised. On Saturday I went to buy food for my animals given that it is the end of the month, only to arrive at the till and my credit card no longer wants to work... Fantastic, so now I have no card in my possession that works - both my cheque and credit cards are out of working order. None the less, I had to work around this frustration and make other arrangements. I tried getting a hold of anyone from FNB on the customer service helplines as well as the premier banking contact number, only to be cut off every time once you get through to a consultant.</p> <p> </p> <p>Around 12:00 on Saturday (same day) a consultant from the premier banking service division contacted me - not within 24 hours as advertised. ... I then had to once again explain the entire story, the fact that I do not want to be a premier account holder, all I want is to upgrade my Cheque account to a GOLD Cheque account status and to receive my new card. Beyond this I also told her that my credit card was now deactivated and requested clarification as to why this had occurred as I have not given through any request for changes to be made to my existing credit facility - and to PLEASE FIX ALL OF THIS. She then told me that my gold credit card has been made inactive for some reason, but she will input an urgent request for both my new credit and cheque cards to be sent to my nearest FNB Branch (the Grove Shopping Mall) and will be ready for collection on Monday, 04 July 2016.</p> <p> </p> <p>Today is Tuesday, 05 July 2016, and I have had the most unpleasant experience once again when I contacted the local FNB Branch at the Grove Shopping Mall only to find out that none of my cards have arrived yet and neither can they tell me by when they will arrive. How is this possible? I have been a FNB client for over 6 years, I have invested my money in FNB saving accounts and is this really the kind of poor service you would want as a FNB Account Holder? They should change their Slogan from ‘How Can We Help You?’ to ‘How Can We Help Other Banks Get More Clients?’.</p>