First National Bank
Smart device approved then declined

About a month ago I applied for a smart device, i was contacted about 10 days later (8 November) and i was told that the device I wanted can be given to me if i downgrade my account from a Platinum to Gold account which i reluctantly did. the lady told me that in 10 working days the device will be couriered to me and she said that she was going to sms me the confirmation which i never got.
I got an sms today that my application for the device was declined due to a credit criteria not being met. My questions are;
1. why to your clients?
2. why downgrade me when you cannot give me the device. (This is my second device and the first one was paid in full.)
3. Why was a credit criteria not assessed when the application was made?
4. Does loyalty mean nothing to you or do you prefer to kick someone when they are down

Charity from the Premier Suite was very helpful and she also got no answers the smart device department. She had to escalate the matter.

I am hoping for a resolve to this soonest as myself, my wife and my business banks with FNB and by extension my staff. I hate for FNB to lose a loyal customer for 25 years over a failed promise.

Company: First National Bank
Country: South Africa
City: Smart device

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