Online Banking pathetic procedures

Good Day

I had to visit a branch today only to find out that my online banking profile had been frozen, so the lady I spoke to advised that there was a 24 hour turn around time for the ***** department to unblock my profile. This is unacceptable, I worked for standard bank for many years and the way they responded to their ***** flags is that they had a 24 hour turn around time to call the customer and verify the incident. I know that FNB has a superior digital banking platform to standard bank so how on earth is this possible. I spoke to Shalain Ismail and she refused to give me the name and surname of the head of department but only gave me the name and surname of her immediate superior being Annelize Grabe. The reference number for the call is RG ***