FNB kept sending me literature enticing me to use the SLOW Lounge "Privilege" for Premier Customers. I used it for approx 30 minutes, had a glass of juice & was charged R250 by FNB! When I queried this, they first told me my account was not in an active state, when it proved incorrect, they used another excuse. I was also given incorrect info on other queries too. I asked for my complaint to be escalated & it was passed to Brandon Jones who at first told me he could not find the recording of the conversation I had & would be requesting a refund. Then he emailed me to say he will not be refunding the amount. Appeared to make no progress & that he didn't look at all previous communication to get up to speed on the case, I kept receiving different reasons why I was charged. Eventually Mr Jones just stopped responding to my emails & I had to chase him several times. When I advised I was really unhappy with the level of Service as a "Premier Customer", I was told by Mr Jones that they are in the "process of hiring new staff, and some of our staff are taking longer than others to imbed all the bank's products & processes"!
Terrible Service & a "free privilege" that cost me R250
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