Colossal waste of time

I moved my accounts from a different bank to FNB no issues two years ago. As with Covid to stay safe, I app**** online to open bank accounts for my kids. Got a call back on the 8th of Jan, did everything required and was told I would have to give verification documents when the cards arrived. I got a call from '***' on the 15th of January that I would have to verify my children’s TAX COMPLIANCE (AGES 14 & 18) this is now requirement for CHILDREN & YOUTH accounts for Children! No problem completed and sent. Today the 21st after not hearing anything from FNB I called the call centre *** that call lasted 9 mins 41 sec only to be told I had to speak to KYC department, was given the number *** and then transferred to the business online and transferred from there only to have the call dropped. Called Back that’s business banking, asked to be transferred and guess what call Dropped, tried again got through only to be hung up on and requested to please rate the call! Eventually lost count got through to KYC and told I didn’t order cards, how am I supposed to know that this is separate, and I got told they couldn’t assist anyway and have call to find out what is wrong with the self-certification. Pillar to post it’s the self-certification department that needs to lift a ban on my children’s account…. Pillar to post again dropped calls and asked to be rated I eventually get through only to be told there is a block for the self-certification because, I did not complete the portion of if applicable (which it is not) Are you a permanent resident of South Africa? I told the lady we are citizens and its says if applicable: which isn’t, only to be told I am wrong. YOUR DOCUMENT ASKS Nationality: Town/City of Birth: Citizenship: If applicable: Passport No: Country of Issue: Are you a permanent resident of South Africa? – NOT APPLICABLE (AND THAT’S NOT IF YOU LIVE IN SA as one other consultant told me) I was then told that I can go to the branch and that there is nothing that they can assist me with as it’s not correctly completed! I was contacted later by the department from self-certification with regards to my daughters account fine no issue they picked up a transposed number 2020 instead of 2002 – get that no issue I resent the document, miraculously when they checked my sons “account” is no longer blocked I can call KYC to finalise his documents. ONLY to be told by KYC that I must submit certified documents onto the system or go to the branch! What is the point of doing things online to remain safe during a pandemic if your clients have to risk themselves go stand in queues at police stations to get documents certified or go to the branch. Defeats the purpose of online applications, would have been quicker to go to the branch. Over an hours’ worth of airtime spent and I am still no where with my CHILDRENS ACCOUNTS Numbers called and given ***, ***, *** FNB Should not advertise anything about opening accounts or doing anything online if you are unable to carry the process beginning to end, its not just staff that need to stay safe, its customers to! I was never made to feel so inconsequential as I was today from the absolute poor service I have received from FNB today! All this for to Kids savings accounts! What a colossal waste of time!