Worst Service from FNB Secure Chat Consultants

For the 3rd time this year, I feel the need to take to HelloPeter about my awful experience with FNB. On 9 October 2023, I spoke to an agent on FNB Secure Chat by the name of Thato. I requested that my premier cheque account be downgraded to a savings account and that my credit card also be downgraded to the lowest option. Thato advised that he had sent this off and that I will be called by FNB within 5-7 business days. To date, I have not received feedback, so I thought, lets follow up. Sent another message today and got assisted by Zandile from Credit Cards who advised that there was no request sent through for this and that she will send it off today. Got transferred to Huddleston who advised that they cannot close my account because I have pending charges that still need to go off. I said to him that I do not want to close my account, I just want to change from Cheque to Savings - I have done this before and managed to keep my account number the same.

Without skipping a beat, I get blown off and told to contact FNB Care or Dispute Department. No explanation. No help. I am shown away and my chat is closed.

16 Days since my first message and my Credit Card downgrade request has vanished. has not been touched. I get shown away by your "service advisor" when I get told that my account is about to be closed and I don't want that.

I cannot fathom this. It is impossible for me to wrap my head around it. How does a customer speak to a representative of a bank, then be "assisted" and told your query will be attended to, and then be told more than 2 weeks later that you never had a query to begin with and then get shown away when you query incorrect information.

This actually make me want to cry from the utter frustration I have with FNB.

Someone please fix this huge mess. I want to change my Premier Cheque Account to Aspire Savings AND KEEP MY ACCOUNT NUMBER. I want to change my Premier Credit Card to Aspire Credit.