Communication channels, an absolute disaster

FNB and their FICA department is so blooming *********** they'll even make it impossible for a Buddhist monk to stay calm. Their communication channels are like mute toddlers playing the telephone game. No information is passed from one person in the query/complaint resolution chain to the next. It's beyond absurd! My mom had an issue with a deactivated business account for almost 2 months now.

Steps that were taken: 1) Logged multiple queries/complaints supplying the email address to which correspondence should go to. 2) No communication received. OK went to the bank to find out they've been sending communication to the wrong email address after persistently asking them not to do so. So that's the first hole in their information flow as no one reads your actually takes the time to thoroughly read your query or complaint. 3) Find out the problem is that it's time to supply FICA documentation again( After no warning was given that the account will be frozen). Get blank forms, complete them, supply the lady at the bank with all the required documents. No further communication received back from this person. Hole number 2. 4) Log a complaint on hellopeter and get a reference number. Supply the same documents to this person. This person will forward the issue to the FICA department. Weeks go by without any resolution. Hole number 3. 5) I ask my personal banker if he could help even if it was not his client. OK get contact information for person at Business banking. No replies. Hole 4 6) Tell FNB that we are going to get the ombudsman involved. Well great, the process has to sit with their *********** dispute resolution department for 20 days before the ombudsman can get involved. 7) Log another separate hellopeter complaint( NB: They won't respond or read any further comments on your initial thread so don't bother, Hole 5). Get another reference number. 8) 18 days later, finally get an email from a person at FICA. Please fill in the appointment of sole administrator and also supply trust document. See blank attached form. Blank is not blank but the Appointment of Sole administrator( a doc we have already supp**** to the 2 previously mentioned people( Hole 6) of an entirely different business, Pets Luv CC ( Yes they send you another person's FICA doc to complete and return!!??). 9) OK so now we are about to send this last person the required docs again and pray that he/she completes the process. 20 days later and they have the audacity to say you need to urgently send them the required docs within 5 days. Facepalm. It's not even my problem and I've contacted my personal banker as I'm going to move my business away from this nightmare waiting to repeat itself.