Outdated and Unconcerned.
FNB has the worst set up when it comes to PayPal. They do not at all share the same language with PayPal, making the entire experience terribly difficult. They want your account to be verified - yet what they call verified, PayPal refers to as 'confirming your card'. They want you to enter a 'token' but go into no detail on what the token is, and when enquiring with PayPal, they don't have anything they refer to as a token. The language is not shared with the main service provider, which is PayPal. It needs to minimic to be user friendly. Basic marketing, basic customer service - failed.
And then there's the 'go the bank' story. My account is frozen. The app has facial recognition, fingerprint biometrics. We have Zoom, Microsoft Teams, emails, 2 step verification, a long list of security questions we can go through, REMOTELY. It's not possible to use deep**** while on a live meeting. It's almost impossible to commit ***** this way, if that is the concern. All the technology in the world exists where I can verify who I am so that my account can be unfrozen. Yet, during a global PANDEMIC, I have to go to the bank, PHYSICALLY with a piece of PAPER to prove who I am and have my query resolved. Because ***** through paper is impossible? (what the actual ...) Mind you, it's a complex query, so I'm going to be there for a while. All the while exposing myself to covid. I can guarantee that people are facing desperate times, and someone who's account is frozen and needs access to their money, someone who the bank has REFUSED to help remote despite having the available technology, is not telling the truth on those forms. They are not going to tell you they've got symptoms or have been in contact with someone who has the virus, or even if they have it themselves. Because they need their MONEY and your organisation's refusal to make use of available technology is contributing to the the spread and longevity of this pandemic. The care you have for your staff, members and the enviroment is showing alot - as in non-existent alot. All because you want me to bring you a piece of paper. Tragic.
Your business model needs to be revised. It's 2021.