Terrible Client Service - more than 6 weeks to resolve simple queries

<p>I have been trying to get FNB to sort out the mess resulting from an upgrade to a private clients credit card that was done erroneously on my online banking profile. My credit card was upgraded from premier to private clients on 14 July 2016 when I app**** for a limit increase. I specifically declined the upgrade but at the end of the process, my account was upgraded to a private clients credit card. I requested for my account to be downgraded back to premier on 15 July 2016.</p> <p> </p> <p>I have made countless calls to FNB in the last 6 weeks and these issues have not yet been resolved:</p> <p> </p> <p>Interest rate on my credit card</p> <p> </p> <p>When the downgrade was completed, the interest rate on my credit card increased from 16.60% to 20%. I spoke to two different people who both promised to escalate the issue to the relevant division to correct it. I spoke to another person yesterday who informed me that the interest rate will not be changed as it is based on the credit scoring that’s done when an account is opened. This is not fair as I did not request for the upgrade and the opening of the new account and subsequent scoring was a direct result of the FNB online error which was beyond my control. If the FNB system did not make the error, I would still have my old premier credit card with an interest rate of 16.60%. All I want is for my account to be reinstated to the way it was before the upgrade that was done in error.</p> <p> <br />Private clients credit card<br /> </p> <p>In July, I was charged R 199 on my cheque account which covers both my premier cheque account and premier credit card. However, since I also had a private clients credit card in that month due to the online banking error, I was also charged R 157 and R 68 on the private clients credit card. This means that the balance transferred to the new premier credit card after the downgrade, takes into account these charges. It is not right that I have to incur additional charges for an error that was beyond my control. FNB premier promised to escalate this issue to the relevant division to assist but I still have not received any feedback.</p> <p> </p> <p>Premier credit card</p> <p> </p> <p>After countless phone calls to FNB, and credit cards being cancelled by certain people at FNB for no reason, I received my card on 10 August 2016 (with clear errors on my name) and when I tried to use it, it was declined. I later received a message from FNB stating that the card had not yet been activated. I called the premier suite the following day to activate the card and to my surprise, I was told that the downgrade had not yet been completed and thus I would not be able to use the card. The person I spoke to also promised to escalate the issue to the relevant division to correct and informed me that the card would be activated and I would be able to use it as soon as the downgrade was completed but when I called the premier suite yesterday, I was informed that the card had not been activated. Another person at FNB premier activated the card for me yesterday and said I could start using the card but due the everything that has happened in the last 6 weeks, I am not sure what’s happening with this account. My doubts are also supported by the fact that I agreed to a R 50 000 limit with the person who processed the downgrade but the card currently has a limit of R 71 000.</p> <p> <br />Duplicate transactions</p> <p> </p> <p>When looking at my transaction history on the new premier credit card account, I noticed that there was a debit transaction on 03 June 2016 for R 78 and another one on 05 June 2016 for the same amount. These transactions were already debited on my old premier credit card before the upgrade and subsequent downgrade. FNB premier explained that the Merchant requested for the transaction twice, this does not make sense to me that the merchant would request for payment in August for transactions that were already processed in June. I generally do not request transactions slips for toll gate fees and therefore cannot complete the credit card dispute form as FNB will charge me R 95 to retrieve the transaction slips from the merchant and the amount in dispute is R 78. It is quite a coincidence that I’ve always used my credit card for toll fees but I have never had this problem before and now that there are all these other issues with my credit card, I get charged twice for the same transactions? This just leads me to believe that the error may be on FNB’s side and not the merchant’s side.</p>