Protection of personal information

I recently obtained a bond for a house from FNB. I was then offered a reduction to the interest rate offered to me if I would move my transactional account to FNB. I then proceeded to open a cheque and credit card with FNB. Delivery for both cards was effected by a courier company and for both cards, I was asked to have copies of my ID and proof of residence ready for the driver to collect for FICA purposes on delivery of the cards.

I received the cards on different days but provided the required documentation to both drivers. No issues were experienced on the cheque card.

Two weeks after delivery of the credit card, I received notification that my FICA documentation was still outstanding and my card would be suspended. On enquiring with FNB, I was referred to Tracey from Credit Card Complaints who promised to investigate further. She later confirmed that the documents were for the courier company's records and not FICA as previously communicated to me. She then asked me to resend the same documents to the FNB KYC department. When I asked why a courier company needed my personal documents as well as why this was an issue on the credit card but not on the cheque card, she advised that the credit card division had its own processes independent of other divisions, she even explained that any updates made at an FNB branch basically wouldn't apply to the credit card division and I would have to initiate separate communication directly to the credit card division.

It is concerning that FNB has decided on a process that is inefficient, does not protect the personal information of its clients and basically is not honest in its communications to clients.

Can someone please tell me : Why a courier company appointed by FNB needs my ID and proof of residence if the process doesn't require they send those documents to FNB for FICA purposes? How does FNB guarantee the safety of their customers personal information? Why FNB has backtracked from the initial communication wherein the documents were initially said to be for FICA purpose.