Compromised cards, no love for international customers

FNB, I have saved up for years to have the opportunity to study here in the USA.

Due to some events including a credit card that was compromised before it even reached me, I have been in the US for 26 days and have been unable to access my credit facility or transfer my money to the US, where it is critical for my survival, let alone full participation in school activities.

On the day of my flight, I was notified that my credit card needs to be cancelled due to *****, a claim which I had sumbitted over a month before. I was promised an "emergency card" would be delivered to my US address within a week. Still waiting...

The first card was lost by your courier; the second had ***** BEFORE EVEN REACHING ME. It seems the security of your cards may be inherantly compromised already... This happened last week and I have yet to receive feedback on my third attempt at a replacement EMERGENCY card.

Second, as I'm sure many of your international clients may do, I got a new phone and laptop for my studies upon arrival in the US, as both my old devices were pretty much out of commission. Because I am now using my brand new US number, and unable to access my ZA number as most of your international clients might experience, I cannot receive the OTP required to do any major transactions or even set up my online banking on my devices. Thus, I can't access my own money from the States. After three attempts to log a change of OTP with your online banking team, one of which involved my father, with full power of attourney over my account, having to go into the branch himself and ensure the consultant was on the phone with those handling my case, I still haven't been contacted by your team in order to confirm the OTP change. I am still unable to send my funds to the US.

As a bank your clients place their trust in you. You hold a responsibility to ensure our money is safe but accessible. You have disappointed me and put me in a demoralising position where friends and family have to offer to lend me money, even though I have saved up more than enough for myself. "How can we help you?" Start here.