FNB - I've wasted 2 hours trying (unsuccessfully) to resolve the mess YOU'VE made of my (now inexplicably frozen) business account! Your 'secure chat' system SUCKS!!!

I'm so incredibly disappointed in the service I am receiving from FNB. I bank with you exclusively - personal banking and savings, 2 bonds and a business account. yet you treat me with such disdain?

First I was given a sim card with the business account, but it won't activate. I went to the branch that gave it to me - they can't resolve the problem; they made me phone FNB connect from the branch. placed on hold. Then they said they will resolve it today; still waiting at 17:15..

On top of this, the first business zero account that I opened a few weeks ago (card collected at FNB Northcliff, ID and proof of address provided) has been frozen, for no apparent reason. I have used the card, transferred money to the account and made an EFT since opening the account, but today when I attempted to pay with card, to make an online EFT and to transfer money to the account none of these transactions worked. I logged into the secure chat, and waited 1 HOUR!!! to speak to someone (i.e. 1 hour of constantly fiddling on the online banking page to make sure the website doesn't log off automatically). The consultant (Carmen) told me she cant help (surprise surprise), and transferred me to a business consultant. More waiting. Then the business consultant (Thembani) told me there is a hardhold on my account as my ID and proof of residence are not on record. I advised that these had been provided;, he said they need to be updated on the system. I asked him to do so. He said he can't; I need to call 'account opening'. I said I'm tired of wasting airtime on FNB. He said he'd call me and put me through. His calls failed; then he disconnected from the chat. Prior to his chat closing, I noted that I'd like to log a complaint (mentioned this twice) - he ignored this. A new consultant then came up (Laurel), who actually bothered to help me (thanks Laurel), called, logged the complaint and put me through to the right department. I was placed on hold another 10 minutes before speaking to Ethel, who has advised that due to a change of address logged end of July (simultaneously with the opening of my account), my account has now suddenly been frozen. (by the way, the change of address matches the proof of residence provided). And guess what - she cant do anything about it. She's sent an escalation through to admin, which could take 3 business days to resolve. I've informed her that it can't wait that long - I need to make payments now. Time will tell if that matters to FNB. For now, I sit with money transferred into a business account that I can't access, and creditors awaiting payment.

I have now wasted 2 hours of my day, not even resolving a problem but simply TRYING TO GET HOLD OF SOMEONE WHO CAN!!! Your system is DEEPLY flawed. There is no email address to resolve issues logically and at convenient times for both the client and consultant; one is forced to make phone calls, interact with answering machines and wait on hold for hours, or stare at a phone or PC screen for hours using an app that that closes automatically after a few minutes, waiting for someone to respond on secure chat, who invariably will be unable to assist. (By the way, messages from your consultants often don't come up on the PC chat, and I have to switch over to mobile... yet another bug you should fix). The service is absolutely shocking! I propose a new slogan: "FNB - pass the buck"

The cherry on top though is that absolutely none of this is an error on my part. FNB, you've *****ed up, and now I, and my new business, must suffer.