FNB- How can we not help you!!!

<p>So firstly I've been an FNB account holder since 2003 (13 Years). Thats almost half my life span I'm 28. So a couple of days ago FNB had sent me an sms stating that I need to please send in proof of address and to "kindly upload via FNB online banking" and "failure to submit will result in a hold being place on my account/s by 11 Aug 2016". So with things being a bit or alot crazy at home ( Myself ,my husband and my 21 month old daughter all been sick at once and my dad being in hospital going in for major surgery) and at work, life gets to you and you forget. This was on my not so important list so I would get to it just not immediately but before its due date, as in the 13 years of having this account this would be the first time a POA was requested (PS: I've moved like 10 times in that 13 years) beside when they offered me a Gold Cheque card,which i provided an affidavit for as I didnt have post listed on my adddress. Let me just add that this too was a problem at the time as one says an affidavit is sufficient and one says its not (Do your consultants go to different training or some of them just dont know what they are doing?)Anyway back to my initial complaint. On Thursday the 11th Aug 2016 (Due date) I uploaded my POA via online banking as request with it saying successful, great I've done it in the nick of time. On Friday the 12th of August going about my day as normal, I finish work at 2pm and was on my way straight to the hospital when at 2:08pm I received another sms ( Not even a courtesy call but quick to make a nuisance of themselves when wanting to offer you something or when you oweing money) "Due to non-submission of my POA a hold has been placed on my account/s" and again to submit via online banking. At this point I call the number on the sms ( ********** 299) on my cellphone. The gentlemen that helped me was hopeless, kept putting me on hold to find out by his manager like he didnt know what he was doing. Eventually I ask for him to call me back as this call is taking up my airtime, with confirmation that he would call me back i end the call. Two hours later, maybe just under two hours I had still not received a call back , so I called back and spoke to Pricillia explaining how unexceptable this is as Im still waiting for a return phone call and that I had done what was requested of me yet my account which I've had for 13 years has a hold on it. Not impressed at all as she nicely says I need to email my POA as they have not received anything and there is nothing further they can do. She puts me through to another lady whose name I didnt get as at this stage I am fuming and my phone dies.( Thank you FNB you have used up all my airtime and I'm still stuck with my problem being unresolved!!) Nicely enough she calls back ( the only nice thing out of this ordeal but nothing to write home about) and again I explain and want to know why my account is being put on hold as I had done what was requested of me. She tells me at if I send it via online banking it take 48hrs to release the account , now i use my brain know that that excludes weekends so give or take Monday or Tuesday this account will be release. Are you joking with me!!! Firstly I dont EVER carry cash with me so thanks FNB i was now broke for the weekend. BROKE AND AIRTIMEless !!! She then tells me if I email it now they will release the account immediately ( How would you like me to email it? Through my fingers or my brain no airtime which means no data to email via my cellphone and and the cherry on the cake no money to buy or go to the internet cafe) She then proceeds to tell me i should ask my husband or my daughter (21 months old which i mentioned to her) to email it to them. My husband is sick and dont automatically assume everyone has internet. but nevertheless absolutely nothing could be done and I have to just except that nevermind that its my money and I pay for there services or right now non services. Saterday morning I tried uploading it again just to reassure myself that I wasnt imagining that it said successful but it did and I took a photo to prove according to me there site is working perfectly fin, I then went into FNB Claremont branch thinking I can finally get this sorted out, wishfull thinking. The consultant that assisted ( Will not mention her name as Im not sure if i saw correctly on her bagde) could pick up on the system that I had called in and gave a little giggle, I would assume they made a note that I was difficult because I didnt find this a funny matter not one bit. She could not pick up that the POA was received and she then called the ********** 299 number. They obviously then first couldnt pick it up and wanted me to email it again (I dont have hard copies my statements get emailed to me before you think I could have brought POA with me) by which I again had to mention, no money, no data no email. By some miracle my POA appeared but this time it will take 72hrs to release excluding weekend so by Wednesday I should have access to my account. So this is where the devil horns start appearing because she then tells me no it will be released by Monday/Tuesday. Ok so if Im understanding this correctly firstly my POA was not received so with no warning or indication FNB puts my account on hold also no warning or indication that once received it will take 48hrs to release, then it 72hrs to release. Which one is it FNB 48 or 72Hrs because a whole day makes a big difference. Then it is received and it will take 72Hrs, So actually they did receive my POA on Thursday hence it will be release Monday/Tuesday making it 72Hrs. All this when FNB has my right address on the system, but according to the consultant the do a FICA update every 3 years. This would be the first time in my 13 years with FNB and my family and husband are also FNB clients and this was not requested from them. So who is lying and who doesnt know what they doing and as Im writing this it is Monday 15th Aug 2016 11:59 and no word from FNB just and sms saying i need to make sure I have money in my account for payment due in 2 days to avoid extra fees. Quick to charge extra fees and take clients monies with bank charges, but cant assit with the same enthusiasm, acually there attitudes were a 'I dont want to assit' as there was absolutely nothing that could be done. I could have been stuck in the middle of nowhere with no money or airtime/data and I'd still be stuck there as up to now still no resolution to my problem. Putrid service FNB absolutely disgusting my daughter could have gone hungry and you didnt care. FNB did not for one second think of what situation I could have been in or dealing with they automatically assumed all was well and I could get my POA to them and wait 48/72 Hrs for my account to be released nevermind the inconvienence it caused me after they had reseived it anyway on the Thursday already. Great stuff FNB for successfully ruining my weekend with your "wonderful" service.</p>