Unacceptable Service and Contradicting Info from FNB Credit Card Services

I recently settled and closed accounts. R75k in personal loans, R25k revolving credit, and settled and closed my overdraft — majorly improving my cash flow and risk profile. I asked FNB via the app’s secure chat to reduce my credit card interest. The agent (Bongiwe from Credit Card Services) told me it would take 24–48 hours, no reference number needed when I asked for one. Told me the secure chat history is my reference. I must just follow up again this morning.

So then this morning I followed up and was told by another agent (Nonhlanla from Aspire Suite) that nothing was ever logged. She had to restart the whole process properly with a 5–7 day turnaround. So the first agent wasted my time and didn’t follow correct procedure.

This is completely unacceptable. I’m now seriously considering closing all my FNB accounts (the only 2 I still have) and moving to Capitec, where the service has already been better and they offered me a much lower rate should I decide to move my Credit Card and main account over to them.

FNB needs to fix this and contact me with a real solution — or call me to help in closing the accounts.