FNB customer care is the WORST!!!!

I’m writing this out of anger and frustration towards the service I got from your FNB customer care agents. I have wasted a lot of time trying to get my query resolved.

I am currently in a different country and don’t have access to my registered cellphone number , I called in on Tuesday to try and change the 1 time password to not go to my cell phone number but to my email. I spoke to an agent her name is Ntsako. She promised that she will escalate my query to the relevant department, and the query should take between 24 to 48 hours. I then called in after 48 hours just to check where my issue is only to be told that the query was not escalated. I asked the agent that helped me today to fast query because I cannot wait another 24 to 48 hours but the agent told me that there’s nothing I can do I need to start the process all over again. I asked to speak to the supervisor or the manager I was advised that I speak directly to managers or supervisors which I find it very odd because if you are a customer related business then everyone should be customer facing. The agent that help me kept on putting on hold seeing that she’s speaking to her supervisor. I was very patient with her. I asked her to put me on hold so that she can discuss it with her on how how you guys can help me the agent came an hour and a half to tell me that there’s nothing she can do. I need to start the process all over again and then I told them to put me through to the manager and they told me that I cannot speak to the manager, this is very frustrating because as I told and advise the agent, I am in a different country. I am desperate to get into my banking account so I can make transactions but the agent was not sympathetic at all. This is very frustrating because I’m gonna have to wait another 24 to 48 hours to get this query resolved and what doesn’t make sense is that agents will drop a call or keep quiet if they don’t have a solution I find it very disrespectful because I’ve spent money and time trying to get this resolved. The agent also said I’m being difficult not empathizing with my situation of being stranded in a foreign country with no money.I would not recommend anyone to have an account with FNB because when there’s no solutions to problems, then they keep quiet on the phone or they drop your call. Can I get somebody to help me resolve this curry as soon as possible I do not have a phone number that you can contact me on, but you can use my email address to try and help me . I have posted screenshots of the time it took me to try and resolve this issue and also the initial reference case that I have with you guys that was locked on 5 December 2023. Please help me as I am in a foreign country, and I need access to my account. Also, I would like to find out the measures that are going to be taken to train your agents on how to do customer care, and the steps that are going to be followed to the agent that didn’t do the job initially. I’m sorry but I’m gonna have to take my business elsewhere as the call center. The customer care of this bank is inefficient.