Bad service from FNB as a private client

Lately my experience as a private client at FNB has just been appalling and baffling at the same time.

1. On Friday, the 13th of October using the private chat in the app I requested assistance with opening a retirement policy. No response or interest from anyone.

2. About 3 weeks ago I get in-app messages that someone is trying to purchase online using my credit card, transactions I am not doing. When declining the transaction, it routes you to the ***** department which I called. The agent that day wanted the message. I continuously told her that I don't have the message anymore as I have clicked decline. She seemed paralyzed and unable to continue without me providing her with an actual message. She advised that I change the password on the website. Now, you don't have to be very smart to realise that changing the password on the website has got nothing to do with someone having my credit card card details and trying to make online purchases.

In any case.

3. This morning I tried to buy a product from the FNB Shop. Somewhere in the process I got an error message and couldn't continue. However, after this message I can't find the product in the shop anymore. I use my FNB Secure Chat and got transferred 3 times, each time someone was incapable of assisting me. What was consistent was that they all wanted the to see the error message. The error message is completely irrelevant to my query. My issue is I can't find the product anymore.

Yes, call centers need scripts to guide them, but agents need some common sense too to be able to navigate the questions from the client in a manner that makes logical sense.