Online Banking Account Hold

Imagine traveling overseas and your online banking is put on hold due to criteria setup to protect you. Thats great right until you spend a week explaining to FNB that you are who you say you are and that they should remove the hold. Thats been the frustrating experience with FNB contact centre and secure experience my wife had to endure this past week. To Boitumelo, Rachel, Gerald, Warren your internal systems and processes have failed you in providing much needed help to your customer. To Mr Ian Von Benecke we waited and waited and waited for you to return our call as you promised through agent Warren but you never did. I requested an escalation path before reverting to this platform but none was forthcoming. I am holding a shred of hope that someone reads this and throws a lifeline to a long standing customer needing the hold lifted to transact on their account.