FNB Horrible Service - unable to change OTP Cellphone Number and exhorbitant bank charges

I am under debt review. Not knowing that payments were not made to my overdraft, FNB continued to charge monthly fees and now it has increased from just over R4000.00 to over R10 000.00. My bad, and I will have to pay for my negligence.

Visited the FNB Branch at Mafikeng Mall on 01 July 2020. The queue was extremely long but I waited in order to enquire how to settle the account. I have switched to Capitec and have not used FNB for the past almost 5 years. The lady poked around on her system and said she would phone me the following day. It is now a week later and I am still awaiting her call which I have made peace will never happen. I then went back to the FNB Mafikeng Mall branch and was told that I can close the account via internet banking. I tried it but no luck getting an OTP as the OTP still insists going to a number I have not used for the past at least 7 years. No consultants were available (Covid infection?) so I was turned away. I installed the FNB Cellphone app on my phone. Could not get it set up as the OTP insisted going to my old number (someone else is now getting frustrated getting OTP messages every now and again as I try to get in). I logged onto internet banking on my PC, managed to get in but when trying to change OTP cellphone number I get an error. Went to the Mafikeng branch this morning and after spending an hour in the queue which barely moved I decided to go to the Megacity Mall FNB branch. Things went a bit quicker and once inside I was informed I have to pay the whole R10244.30 in order to settle the account (more than R5000.00 was just bank charges and interest that accumulated without me being aware). When requesting to change my OTP the lady poked around on her PC and said she cannot do it and that I have to do it at the ATM outside. When I said I don't have a card anymore she said I must get one. So I did (which FNB will probably charge me in the region of R120.00 for). Needless to say we went to the ATM outside in order to change the OTP Cellphone number and the option to change it was greyed out and not available. Thank you FNB for wasting many hours of my time standing in your queues and the incompetence of the staff to be able to assist me in a simple matter as changing a cellphone number. I want to add that I wrote two emails to FNB on the email addresses provided on their statement I got from internet banking. FNB Premier email responded by saying "Please note that this mailbox is no longer available for servicing queries. By using the FNB App you can bank safely and securely from the comfort of your home." On the other email I have received no responce whatsoever. I have tried phoning the 'toll free' number given by the branch as well as the bunch of 087 numbers on their statement. FNB has no operators who you can speak to and you have to deal with a machine answering who eventually takes you to a part where your OTP is required, in which case I am unable to continue and it refers me to download and install the app (which I already have but cannot activate due to FNB sabotaging their own system). Now I am at wits' end. I am paying off this accumulated balance and will as I have done with Telkom many years ago promise myself to NEVER EVER make use FNB EVER again, and will discourage anyone I care about to steer clear of. I have switched over to Capitec and everything runs smooth. FNB your customer service is horrible. Shame on you.