NEW FNB ACCOUNT HOLDER - FICA DOCS OUTSTANDING - NO COMMS FROM FNB!!!

I opened a new FNB account on line 2 weeks ago, upon received my card i called the call centre and asked them how to activate my account and i was told that i needed to make a once off payment in order to have the account activated. Specific instructions were given - make it from your mobile device on the FNB app, as this would activate the account. Over the weekend I wanted to use the account for the first time, remembering I needed to still make the first payment to activate the account I tried paying money from my Fnb account to my now old Nedbank account, and was not able to do so. I also tried using my card at a shop, and the card would not allow the purchase to go through. Being a public holiday i was also not able to speak to their call centre to ask what the reason for these problems were.

Upon calling the call centre on 18/6/2019 I was told by FNB that my account had been blocked due to the FICA documents being outstanding. I was not asked to submit any documents other than my ID document by the courier who delivered by card to me. Why could FNB not take the time to give me a call and tell me if I don't submit the FICA docs asap my account would be blocked until such time that I had submitted it.

In addition I called the call centre today (10/6/2019) (KYC) and was told that my mail had not been updated onto the FNB system and it could take up to 48 hours or longer for this to be done depending on the back log.

I called the call centre again just before 17:00 today, I was told to use another email address (*** and not ***). as this email would be able to be escalated. You also can not speak to the FICA department - you can only speak to them via e-mail or the KYC call centre.

I don't understand why FNB cannot contact me as their brand new client, and educate me on what I need to do when getting my new card in terms of activating and getting the account to work, is the only way to get my attention to block my account?!?! FNB advertises how their customer service is different and better than other banks, but I have my doubts.