TERRIBLE SERVICE FROM AN *********** AND THANKLESS BANK

I cannot believe that any bank will treat what is (was) a loyal customer so badly. With Discovery starting their own bank I thought I will close my Discovery credit card account and get myself an FNB Credit card- I have had a Premier cheque account with them for more than 10 years and have always enjoyed good enough service from them. BIG MISTAKE! I app**** online for the Premier bundle (since I already have a Premier Cheque account. As I submitted my application I see that suddenly everything turns to Private Wealth and that this will cost me more than double the fees of the Premier bundle. This is not what I want so I don't accept.

So I contact them- It is incredibly difficult to get to speak to anyone because they want you to use the very user-unfriendly 'Secure chat'. Anyway, I ask what it the cost of the Premier Bundle will be and they confirm that my monthly fee for both my cheque and credit card will be R 209.

I re-apply and wait for my new cards to be delivered. Eventually, my card is delivered but lo and behold it is a Private Wealth card. I immediately contact them via telephone and explain that this is not what I wanted and explain what it is that I app**** for. Within hours my old banking card is de-activated meaning that I can no longer use it to buy anything over the counter. Because I don't want the Private Wealth card I cut it in pieces and throw it away without activating it. I again phone in asking that the please put me back to where I was before I was stupid enough to try and show loyalty to them by moving away from Discovery-their new competition: All I want is to once again have my Premier Cheque account- no FNB credit card. Nothing happens! I don't receive a new card, nothing- only my overdraft limit is increased- again something I did not ask for.

Eventually, I phone in again asking what has happened to my new card. When they try to put me through to my so-called personal banker (who clearly have been ignoring all my requests) I insist to speak to his line manager. After explaining my whole story to her she undertakes to look into the matter and phone me back which she eventually does. She assures me that everything has been sorted out and that I will receive my new card soon.

A few days later I receive notification that my new Fusion Card will be delivered yesterday (Monday). The courier company phones me to confirm the delivery address (exactly where they delivered the Private Wealth card). I receive an SMS that my card will be delivered before 12.00 yesterday (16 September). Yesterday morning I receive an SMS confirming that my card will be delivered before 17.00. I make sure to be at work from 08.00 t0 17.00 in order not to miss the delivery of my long-awaited new card. NOTHING! No card is delivered to me. A Takealot package is delivered but no FNB card.

This morning I receive a message via my FNB App telling me that "We see you missed your delivery" What a cheek! This after I have been waiting patiently for a new card for weeks! I try to reschedule but am told that no information is available. So now I wait- Will I get my new card today? Will it be a simple Premier Cheque card? Will I have to start the whole process again because I once again is sent a Fusion card that I did not ask for. How difficult is it to 1) give a loyal customer a credit card if they qualify. 2) Not give them what they did not ask for. 3) Deliver it to them as per arrangement.

This must be the most *********** bank. If this is how they treat existing customers who was showing loyalty and trust, how will they not treat new customers?