FNB upgraded my wifes account from a Smart Account to a Gold Account without her permission. This resulted in them charging her R100 per month bank charges whereas they should not be charging her anything.
After logging numerous online queries, they keep on telling her to call the call centre. What is the point of online queries if after all of that they want you to call them. Rather just leave a phone number and get rid of the online choice. Even after repeatedly requesting them to clarify the situation, nothing has been done. Earlier on in the year, we queried the possibility of upgrading her account, but this was not finalised. This whole thing could have stemmed from that, but they did not confirm anything, e.g. the fee structure that she would like to be on etc, nor did they send through the Gold Card. So she is paying the fees of the Gold Account without enjoying any of the benefits.
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