Lacklustre performance

<p>My wife and I are co-applicants on an FNB home loan. I do all my banking with FNB, she has nothing else with them - and never will now. Due to FNB's Know Your Customer (KYC) campaign and "failure" on our part to submit new FICA docs (proof of address and copies of ID's), they placed a hold on our home loan account. However, in FNB's "wisdom" (read, *****ic style), they decided to advise their customers of this campaign by SMS only. Also, their ****py systems only sent one applicant of the home loan account the SMS advice - i.e. my wife who accordingly ignored the SMS thinking it was the usual phishing/spam SMS's one encounters daily and because she doesn't bank with FNB... I never received any such SMS. I subsequently logged an online query with my Premier banking "team" (read, useless fools) over a week asking what the problem was. I've yet to have a response from them. I also contacted the home loan department and was advised of the problem (i.e. failure to submit KYC docs/FICA). I subsequently sent the documents over a week ago and the account has still not had the hold lifted. Every call agent I've spoken to is non committal, although one confirmed my docs were in order, but the account still has a hold on it precluding me from doing urgent financial transactions. All she could do was escalate it to the team "leader". FNB have over the last couple years been deteriorating and losing groung to other banks and as soon as this mess is resolved, I'll be moving again too. One has to ask why they wouldn't have included an email advice (at the very least, or even a written/posted letter) to their customers advising them of the KYC campaign given the potential negative consequences for their customers of failing to comply, not to mention their evident inability to timeously resolve once updated docs were received. Good riddance FNB...</p>