FNB First ID Agreement and poor customer service

If it was possible to allocate a minus star grading, I would have. Firstly, FNB wants to force me to sign a so-called First-ID agreement, without any prior communication or explanation on why this is necessary and what it will impact my personal rights. All my online functions have been blocked unless I sign this agreement, which I refuse to do. They also failed to start deducting the premiums of one of my FNB Insurance policies after it was temporarily halted under Covid relief. Rven though there was enough money available every month for the premium to go through. Now they informed me that this particular policy has lapsed. You cannot call them as everything is done through a bot. FNB clearly does not look after the individuals interests. I am planning to write a complain to the Banking Ombud and close my account, as no other SA bank does this to it's customers.