Unfair Credit Card Cancellation

I wish to lodge a formal complaint regarding the handling of my credit card application and the poor service received as a Private Client.

I app**** for a credit card and was initially approved. I then received a call from a Private Advisor called informing me that all was in order and I should only await processing this was just a random private advisor which number I have. The following Tuesday, I was advised by the Credit Card department that all was good and that my card had been ordered and I should await delivery.

The following day I received a call from another advisor from FNB wanting to introduce himself. I mentioned I was busy and asked him to call later.

The next day, my credit card arrived. When I tried to activate it, it was automatically cancelled.

I called the Credit Card department and I was advised that an advisor had tried calling me, the call was missed, and therefore my card was cancelled with the reason logged as "*****" with no comment.

I reached out to my Private Advisor and she then told me to speak to a certain advisor and that he will assist me moving forward ( It seems this is the advisor who called when I was busy. However, this advisor made no attempt to contact me. I had to send him a message to please find out what had transpired. He then emailed me stating that the reason for my credit card cancellation was reported as *****.

I then called the ***** department myself, and they confirmed that on their system there is no reason or report for *****, and that the Credit Card department must have cancelled it due to validation. In fact, my salary is paid directly into my FNB account and the vetting department never requested any further documents from me prior to the approval and sending my card to courier for Delivery.

I then called the advisor again and he requested that I send my payslips so he could resolve the issue. He did not sound very confident, but I sent him the payslips via email. He then rep**** assuring me that he will get to the bottom of the matter and resolve the issue.

This advisor never resolved the issue nor did he provide any feedback. However, because I have good credit status, the FNB App offered me a credit card again but with a much lower credit limit and did not allow me to enter my actuall salary so that I can get a fair amount in order to maintain a good relationship with FNB I ended up taking the card and Everything went well and I received my card.

I feel that I was treated very unfairly as a Private Client. I am paying for a premium service that should offer convenience, and I am not happy with my advisors as they have been unhelpful and have failed to communicate, I need an advisor who will listen to there Clients needs . I had stressed with my Current Advisor that should I miss a call at anytime please drop me an email as I respond to every email at the end of the day or even if I get time during the day I will do so. However no update or follow-up emails was received.

I therefore request: 1. A proper, written explanation as to why my initial credit card with a limit of R82,000 was mysteriously cancelled after it was approved, ordered and delivered to me. 2. A review of my treatment as a Private Client, as I feel I made a mistake in upgrading from my previous banking. 3. To be assigned to a new, competent Private Advisor who will actually assist me.

I expect an urgent and clear response to this complaint. If no answers are provided within 7days I will have no choice but to relate the matter to the Banking Ombudsman for a fair and just way forward.

Note: I have a choice to move my salary over to another bank and I trust and hope FNB can put my mind at ease and we can move forward happily

Regards Mr Mnyandu