Non-resident account mess

Recently financially emigrated last year and changed my account to a non-resident account. As per their product page this account allows you to "Transact like a local" and offers "Online Banking for local transfers".

https://www.fnb.co.za/forex/non-resident/cheque-accounts.html

My account was working normally until this month when I suddenly lost the ability to use online banking to do transactions. I'm now literally unable to transfer money from my own cheque account to pay my own FNB home loan.

I tried to use the FNB app to contact support but you quickly discover that they are unable to support non-residents there and will tell you to call the call centre. When you call the call centre from outside of South Africa you'll contact them on their international number. So I loaded up some Skype credits and called. The call quality is incredibly bad and compressed and if you're lucky enough to get through the IVR you will struggle to interact with the agent as you both struggle with the poor quality. Once through to an agent they told me that because I have a non-residents account I am not allowed to do transactions and that I must email nonres(at)fnb.co.za and they will do the transaction on my behalf.

I don't understand how this could plausibly be considered a viable option to conduct safe and secure online banking? You want me to email someone (who may reply in 2-3 business days) and request them to do a transaction with my money on my behalf. How do you verify it's me sending the email? How do I verify how much, to where and who is doing what with my money. This is dumbest thing I've ever heard.

I called back a 2nd time but mentioned I was looking to open a non-resident account and just asked for general information. I asked if I would be able to make inter-account and EFT transactions myself using online banking and the agent rep**** yes.

So now I'm more confused. So the website says the account can do transactions, the agent in the call centre says the account can do transactions but for some reason if I ask them about my personal account which is the same account then I can't do transactions and I need to use this stupid email?

Please someone at FNB can you explain this mess to me? What am I missing?