Why Does It Take So Long to Downgrade an FNB Account?

I am extremely disappointed with the service I have received from FNB.

During the last week of May, I visited the FNB branch at Springs Mall to request a downgrade of my account. To my surprise, I was informed by the consultant that the branch could not assist me and that I needed to log the request via Secure Chat instead.

This raises a serious question: what is the purpose of having physical branches if customers are simply redirected to online channels for basic account-related requests?

I followed the instruction, contacted Secure Chat, and logged the downgrade request. I was provided with a case number and advised that the process would take between 3 and 10 business days. Today is now the 9th business day, and when I followed up, I was told that the downgrade is still "in progress."

How long does it realistically take to downgrade a bank account? This is not a complex request, yet there appears to be no urgency, communication, or accountability from FNB. Consultants are only good at escalating requests yet it makes no difference.

The reason I am downgrading my account in the first place is because I no longer see any value in paying high monthly banking fees for the level of service I receive. The service has been consistently disappointing, and the eBucks rewards programme has become increasingly underwhelming and offers very little value for the fees being charged.

What is even more frustrating is that nobody seems able to provide a clear answer or timeframe. Every interaction feels like I am speaking to someone who has no idea what is happening with my request.

Unfortunately, this is not the first issue I have experienced with FNB, and my patience is running out. Customers should not have to chase a bank for updates on something as simple as an account downgrade.

FNB needs to improve its service levels, communication, and internal processes. At this point, I am seriously considering moving my banking elsewhere because I am tired of paying premium fees for substandard service.

I really hope staff members understand my request clearly. All I am asking for is a simple downgrade. I DO NOT need a new account number, all I need you to do is downgrade MY CURRENT ACCOUNT that is it.