Huge UX issue in the FNB internet banking APP

I found a huge UX issue in the FNB internet banking APP.

I can't access my internet banking or reset my password with my current debit bank card. (long story and happy to share if needed). Anyway, It is apparently soft block on FNB's side. Only found out when I visited a branch this morning and the floor manager asked me to try and use the card at the atm. It didn't work as it was soft blocked. There was no prior notification of this soft block on the card at all. I usually use my credit card mostly. So I had no idea it was blocked neither did the consultants inform me of this when I phoned on Monday. yesterday and today again.

Now, the only way to get access to my internet banking is to order a new card. But here is the catch. You can only do it via the FNB internet APP. See the problem? FNB how is this possible? Such poor user experience. Currently no access - day 4.

I went to a branch this morning to try and sort out why I can't reset my password on the internet banking app. Before that, I did phone in twice, once on Monday and again yesterday with only promises of being phoned back, which never happened. They said someone would phone me in 24-48 hours. Nobody phoned.

At the bank, they informed me, that my card is soft blocked and they can't help me with my online banking APP access. I was told to phone the call center to order a new card from their branch.

I was then informed that I must pay R120 (even though the "soft block" was an error on FNB's side) and then wait another 5-7 working days for the new card.

Then only and only then I can use the new card to reset my password for internet banking to access it again. I can not do any transactions, transfers, or payments until then. I am possibly looking now at 9 - 14 days with no access to my online fnb app.

Speechless... 👀😭