FNB ridiculous and clueless service

Worst Helpdesk service agent and experience.

Used FNB secure chat for a loan that was being processed. While using the secure chat, the funds was allocated. The Helpdesk agent I was messaging then responded "I see the funds are incorrect and I have escalated the matter."

The FNB secure chat had then timed out and ended the chat. I then sat on the phone and called FNB directly. The agent on the end did not understand why the previous agent had escalated the matter. This agent said that I should not use any funds that have been allocated to me.

Waiting some additional time now , as this matter had put in fear that I could not use any funds I have within FNB and that it as a Friday and could be stuck with this issue the whole weekend. I called again, another agent had confirmed everything is in order and that I am able to use any funds I have within FNB and there shouldn't be an issue.

Come the start of the following week, I get a direct email from the first agent who escalated the matter (yet I still have no clue what the original issue was). The email stated "kindly note loan has been paid out". When I reply to the mail asking why this issue occurred in the first place , I get the response " I received the Debtcons report". This still does not answer why the matter was escalated in the first place.

I then logged a fault with FNB complaints (reference ***) , explaining the situation and asking what the issue was that lead to me (the customer) having to be inconvenienced and having to query an FNB INTERNAL ISSUE myself.

The person from complaints department said the original agent would contact me to explain the situation and why they escalated the ticket.

I have no received any feedback, I have no information on what was the incorrect amount, I have no information on what was escalated, I have no information on why an agent would tell me not to use my own funds , I have no information on why I as the client have to follow up with an FNB internal issue.