FNB PayPal/FICA complaint closed without being resolved

I have been trying for weeks to get a PayPal/FICA issue resolved with FNB.

I've contacted FNB multiple times by phone and email, including the advised PayPal dept phone number and dedicated PayPal/FICA email addresses. I keep getting refereed to the same phone number, and then the same email addresses, in an endless loop, without being informed of what the actual problem is. I eventually escalated the matter as a formal complaint with FNB customer care. The complaint was assigned reference ***.

After receiving confirmation of the complaint a few days later, I subsequently received a response telling me how to register online to link to PayPal (which I obviously have already done otherwise I wouldn't have run into the FICA issue), or to call the same number I had already explained I had called multiple times without getting the issue resolved.

I then received an email stating:

“This notification confirms that your complaint has now been closed.”

No explanation was provided explaining what is preventing the FICA process from being completed. The only further advice was to call the FNB number if I had concerns.

I have just received another email stating there is no unresolved issue and KYC verification was completed successfully. It was completed successfully for my personal PayPal account, not the account in question, which FNB know was they informed me it was the personal account on my first call, and advised me to email the PayPal business department, which is what I did and what started this endless loop.

This is next level incompetence. At one point I received an email template without the sender even replacing [Title] [Surname] with my actual title and surname, and "To complete the KYC process the following documents need to be submitted within 5 business days: Kindly note we are unable to assist, attached are number for assistance. - PayPal: ***, · Online Banking: ***"

So, I have an unresolved PayPal/FICA problem. I have contacted FNB repeatedly email and phone. I have escalated it through FNB's formal complaints process. I explained that the existing phone support route had already failed to resolve it. FNB referred me back to essentially the same process. FNB then CLOSED THE FORMAL COMPLAINT WITHOUT RESOLVING THE ISSUE.