Total Waste of an Hour!!!!!

Secure Chat is a Waste of time for anybody needing help from abroad. My son and i were online with the "Secure Chat" function from Belgium and Japan for a full hour to verify change of Residential details we updated ourself. For an hour my son was bounced between agents and ultimately told first his phone is not authenticated (Strange? he contacted them via the FNB App) then he gets told his browser is not authenticated and he MUST call the international Help Line to be assisted. (He explains the cost of doing this when the Help Line usually takes up to 30 Minutes to answer, and a call for 20 minutes costs R1500 converted and then it is not even answered) Then suddenly everything is verified???? Next question was to verify that his changed address will reflect on his statement. NO SURPRISE when Matome (The agent online) states there is no Admin Desk that can assist him with this he needs to go to a Branch (He is in Japan??) All the while i am doing the exact same process with Siphesihle who is very helpful and get my request resolved and provided a Case Number for the request. How is it that some Agents are willing to assist you without a ton of excuses and others seem to just want to get through their shift, collect a paycheck and go home??? FNB is rated as the best bank in South Africa and yet the service from some agents are just pathetic