Poor support Trend Micro

I live in a retirement village where some of the people need help with computer matters. One such person is a FNB premier banking customer, a user of the TrendMicro malware protection which FNB kindly provide as a service to their customers. When trying to do an update with the code provided using the Online Banking settings page, the TrendMicro program (which I also use) responded that the code on the customer's application was expired.

Using the chat service on the customer's iPad, I made contact with Digital Banking support and requested a new code. The reply from the operator indicated that she had NEVER HEARD OF TREND MICRO! at which I became somewhat irate. This was not helped by being told that it was being escalated and would take 48-72 working hours to resolve. DOES FNB NOT WANT CUSTOMERS TO HAVE TIMEOUS SUPPORT OF SECURITY MATTERS?! The operator refused my request to have contact with her supervisor.

Furthermore, the instructions for using TrendMicro on the FNB website are long out of date!

A friend who uses Trend Micro courtesy of ABSA has no such problems.