FNB Investment Banking

My mother is now 80, struggles to walk and cannot stand for a long time and she got a fixed deposit at FNB. The due date for the deposit to be released was on the 8th of December 2025. She does not have an email address, and she never downloaded the FNB App because her banking is done at ABSA, so she never needed to download the FNB App. We went with her to one of the branches to assist her. We knew it would be painful, due to all the security questions and paperwork, but after two hours, the lady told us that the deposit would be released into her FNB savings account on the maturity date. The App was downloaded on her phone so that we could assist her further once the money was available, just to find out that there was a block put on her fixed deposit because the savings account was inactive for some time, and this after the visit to the branch. One will think that the staff member and whoever she dealt with over the phone would have advised us accordingly. This now meant, after a long call to FNB Investments, that she needed to go back to the branch for another security process. Another lady helped us at the branch, all friendly, but their hands are tied behind their backs because of "BACK OFFICE" people that have the last say. The block that FNB added has now been lifted, but the money is still tied up because another security check needs to be done. If she does not do this in 14 days after original maturity date, then penalties will be app****, how ridiculous can one bank be, she did everything in her power as an 80-year-old, just to be send from pillar to post by staff that is clearly *********** and comfortable in their office chairs. One thing is for sure, FNB lost a customer, which they clearly do not care about. We knew this would be a stressful process but never realized that it would be a nightmare, thanks to FNB who is not geared for the older people.