FICA authentication very difficult and time wasting. ( not the law)

I have a bussiness account with FNB, when I needed to approve a transaction loaded by the administrator it was done but on the administrators side, it said acvount frozen. Now starts the problems. I phone and after going into the labtop we couldnt do the authentication. FNB did once send a request for FICA but on phoning them they said its a ****. After an hour they told me to phone the telephonic FICA centre ***. After another hour I was eventually authenticated again. The person helping me was actually doing her best. But why they mke it so difficult is not understandable. The conversation was recorded and I think that FNB can listen to it and try to make the process easier.