Seemingly endless problems

I must be one of the unluckiest customers to ever deal with FNB as every single thing I've tried to do through them has resulted in problems just piling up, which is a pity since I really do believe that they are an amazing bank. It all started with me opening a First Business Zero account with them in December of 2019 over the phone, which went perfectly smooth except for the fact that the free sim card that I received is still not working after multiple queries.

But I liked the way the bank worked so much and after seeing the rewards that I could be receiving I decided to move my personal account to the bank too. The accounts I decided to apply for to make the move worth it would be the Gold Cheque account and the gold credit card or alternatively just the gold fusion account. But since my income comes from multiple sources I was not sure if I would be able to apply for these accounts so I sent a query through there website and received a call back. I explained to the consultant which accounts that I wanted to apply for and explained that my income meets the criteria but comes from a part time job, an allowance and proceeds from my own business and as such I had no employment contract or payslips. The consultant assured me that this would not be a problem and that all I would need was a three month bank statement. He then performed a credit check on me, I have had a credit card through ABSA for nearly a year, and approved me for a credit limit of R150 000 and said I qualified for a gold cheque account and credit card but not the fusion account, so I accepted the two accounts and he told me the appropriate divisions would be in contact for the required supporting documentation.

After emailing through the proof of residence and the 3 month bank statement as requested a few days later I received a call from their credit card division where I was told that my bank statement was not sufficient as they could not determine my income from it. I asked if a letter of salary advice and an allowance letter would work and the consultant said that it should be sufficient for the credit check.

I then sourced the required documentation and emailed it through with the credit agreement I'd received, where upon I received an email stating that my documentation submitted was not sufficient as my bank statement was missing pages. I was confused as I had not sent in a bank statement the second time only a letter of salary advice and an allowance letter so I called in to find out what was happening and was told that they had no received the new documents. So after multiple phone calls and me re sending the documents I was told that I had a dual profile on their system and that was why they weren't receiving the documents, and that I needed to go into a branch to resolve it.

Wanting to finally resolve all these issues I went straight to the branch to sort out all these issues in one go. I must compliment FNB here as I had an absolutely brilliant staff member assist me, but after about 2 hours none of my problems had been resolved but not for lack of trying, the assistant needed to send a request through to merge the profiles and the credit department needed to see the documents as he could not process them in the branch. Although on the same day my Gold debit card was delivered and he helped me get my online banking set up. He also told me it could take around 48 hours for the profiles to be merged.

So this morning which was two days after the branch visit I resent in my credit card documents and called in to make sure they were received. The consultant told me they'd received them but that they weren't valid because I'd been employed for more than 3 months and that allowances have no impact on my income as far as they are concerned. But she said she would submit the letter of salary advice just in case. A few hours later I received an email that said my submitted documents were invalid because my work contract had been partly cut off, which was not even the document I submitted.

I would really love for this to be resolved but I have no idea how to proceed, and without a credit card it makes no sense for me to keep my cheque account there as my previous accounts at ABSA offer a much more compelling value as well as a credit card, so I would have to close my accounts at FNB which would then have wasted all the time and effort that had been put into moving.