Took less than a minute to open a credit card account but days of back and forth to try and close it

I don't know if anyone from FNB will read this, but to other consumers, I would suggest staying away from FNB. eBucks is great but when there are problems they are a nightmare to deal with.

My mother who can't read English and is not good with smartphones managed to open a credit card account while she was using the FNB Banking App. This is because instead of showing the Home screen, the App sometimes shows an ad screen and pushes some of the pre-selected products to my mom. My mom trying to find the Home screen managed to open a credit account in the process. Firstly it is ridiculous that there is no option for us to opt-out of these ads, or making it not the first thing we see after logging in the App.

How is it good practice by FNB if someone who cannot read and who's technologically challenged to be able to so easily open a credit card account? Something she wasn't even aware of until I saw the email confirmation. This is very irresponsible from FNB.

Next. It took my mom a few clicks to open the account, but to close it we had to email, make several phone calls, a branch visit, a follow-up email telling us the information she provided are insufficient and filling out two forms. I emailed first, got the standard acknowledgement mail with ref number, but no follow up. We then called the credit card division, and because she couldn't speak English the call agent suggested her to visit a branch. When she got to the Cresta branch she almost got turned away because the Cresta branch agent told her she has to call the credit card division to close the account, they can't help her. I had to beg that agent to sort this out for my mom. In the end, they did and told her the account will be closed. A few days later we received an email from FNB informing us the account couldn't be closed because they need additional information and another form to complete to close the account. How is it reasonable that she does not need to fill out any forms to open a credit card account but need to fill out 2 separate forms to close it. It's unacceptable that the two hours she spent at the branch was wasted, 30min we spent on the phone with the call agent trying to explain the situation was wasted. It took less than a minute to open the account and days of back and forth, branch visit and confusion and the account is still NOT CLOSED!

This is one of the worst experience I have ever had with anything, unbelievably bad from start till now.