FNB and Foreign relations is a disgrace to the business

I have a client who is currently a resident in Australia. They had requested assistance in resetting the internet banking details. When we had contacted FNB on their behalf, the agents seemed nice and friendly and gave us contact numbers which the client should call and they would be able to assist as there is no card linked to the internet banking profile.

When this was given to the client and they had called FNB from Australia, the agents on the other end tell the client they need to go into the nearest branch to do the reset despite the fact they are on the other side of the planet. They are not able to jump in a jet and fly here for the day to go into a branch to reset passwords. We have attempted this 3 times already and each time the same old story from FNB agents saying the client must go to the branch. When we call in and ask how the client can fix this, they inform us the agents should be able to assist and guide the client through the steps. THIS DOES NOT EVER HAPPEN. there is clearly no proper training on the staff at the call centres or the staff are just purely uninterested in assisting the foreign clients. Is anyone at FNB actually cable of assisting the client with a simple task of resetting the internet banking login details or will the client be forced to take their funds away from FNB and to another bank who would actually be willing to assist them despite the fact they are not present in SA.