poor service delivery

Dear Reader!

So Sunday the 19th of November my cellphone was ******. My first response to the FNB call center to de link my ****** device from my online banking profile followed by changing my OTP number, a rather standard request I thought.

Monday 20th of November I received documents required to facilitate the process which according to the call center agent takes 24/48 hours.

However today is the 24th of November and I am in same position I was on the 19th of November. My ****** device has no been de linked and my otp has not been changed, which means I cannot link a new device to my online profile and cannot receive otp for online use.

What frustrates me is that I'm not in south Africa to go to a branch and am forced to call, calls cost R10 a minute of which I've spent 65 minutes. I assume since it's a international case that it would be addressed speedily, sadly it's not the case. Anyway I called Sunday to log the issue and got a reference number with required documents. Made a follow up call on Monday to check that the documents was received. Yes they were! I called Thursday the 23rd of November to follow up again, STILL NOT RESOLVED. This call lasted 26 minutes, 26 minutes of "just a moment sir, whilst I verify", eventually the line was lost as I had exhausted my R260 airtime voucher. Obviously I asked to be called back unfortunately....not permitted.

Which brings me to Friday the 24th of November and not so much as a whisper from FNB.

My contacts details are as follows new email address (as i cannot access my old email ): ********** & ce ll number : +62 ********** 6220. ,incase FNB decides to assist.