Poor service - confirming things are done when they aren't

I notified FnB a month in advance that i will be on international travel. They confirmed that my accounts would not be blocked via SecureChat. My accounts were still blocked while i was aborad, some of our hotel reservations were declined as a result. In a country where there is a significant language barrier and censorship with certain internet/app usage, this caused a lot of unnecessary stress, and almost ruined the holiday.

Furthermore, after an employee was suggesting extra ways to improve my investments, employee confirmed that specific changes were made. These changes were not made, now I have to go do them manually online. It's just poor service in the sense that FnB confirms specific things are done, however there is no follow-through to confirm that they are indeed done, and the customer is the one in the end that pays.