FNB Delivers Abysmal Service Yet Again

My mom and I went into FNB Hilton today to reset her credit card pin. She was asked by the consultant to place her thumbs on the device. (Which we thought was odd since FNB never asked for it before.) Anyway, she get's told by the consultant, and I quote verbatim, "You'll have to go to Home Affairs, your thumbprints aren't on their system" in a tone that suggested that we had to go there first. When I said that the account was with FNB, she grudgingly said, "I'll have to verify you manually then." Which she then proceeded to do. At no time was an explanation offered as to what the heck home affairs had to do with my mom's FNB account." When we went outside to use the ATM, we told by the supervisor/ floor walker or whatever she is, and she told us that it was a home affairs initiative and "Not FNB's". Apparently so we can collect our smart ID's at FNB. I have two issues with what happened here. First of all, the first consultant just told us that we'd have to go to home affairs and offered no explanation as to why, giving the distinct impression that we wouldn't be assisted. Even when we protested, she didn't bother to give any explanation. Then she had the cheek to ask for a good review. Had she explained the situation first, no one would have been upset at all. As far as I am concerned, the account with FNB has absolutely NOTHING to do with home affairs, instead of blasting messages across the screen about your fantastic banking app, maybe you should try saying a little something about the reason that you have started implementing fingerprint identification. Secondly, I realize that the banks need some means to prove that the person collecting their smart ID is the right person, but I haven't had to get a new ID book in 30 years. My passport expired three years ago and so I am pretty sure my fingerprints won't be on the system either. Which means that, despite this "wonderful" inititiative, I also have to go to Home Affairs and get my thumbprints scanned. So I might as well just apply for my ID when I am there. So then, what exactly do I need to do it at FNB for then? It's days like these that I am so glad that I changed over to Capitec Bank. Not only do I pay a lot less in fees, but I don't have to put up with all the ******* either.