Unauthorised blocking/restricting of online debit card payments.

I have been trying to make online debit card payments to 2 retailers. Transactions declined.

This morning I was trying to make an online debit card purchase at Takealot. I paid on their platform and was redirected to my FNB app to confirm/authorise the payment. FNB authorised it. However, on Takealot's side the transaction was blocked by FNB. Evidently, FNB has blocked certain retailers from online card payments, including Takealot. To do this they place restrictions on their client's accounts/cards.

I then tried to make a complaint online at FNB and the service was unavailable. I waited for half an hour - no response. You have to continually stay online as FNB automatically disconnects you if you do not acknowledge that you are still online. Unable to make a complaint online! Surely this is the preferred channel for FNB? Giving up, I then phoned the FNB Help Desk.

The Help Desk advised me that FNB has blocked online debit card payments to certain retailers - including Takealot by placing a restriction on their client's accounts/cards.

FNB eventually then removed the block/restriction on the account/card in order for me to make the payment that I desired. Obviously I was vetted first.

I would like FNB to answer the following issues that I have with their service: 1) Why is there a timeout on their online system? When you attempt to lodge a complaint you have to physically stay on their web site or the system will time you out and disconnect you. Today I did not receive an answer up until I logged off. On other occasions you can wait several minutes before you are attended to. Is this a strategy to dissuade clients from making complaints? 2) Who gave FNB the right to prevent me from paying any retailer that I want when I utilise the retailer's online debit card payment system using my valid FNB card? Who does the account, card and money belong to? FNB or me? Did FNB not drive me away from physical transactions to electronic transactions? Where are they going to drive me to next? 3) Why has FNB never advised me that debit cards issued by them shall be arbitrarily blocked/restricted? 4) Why has FNB not supp**** me with a list of the retailers that they have blocked in order for me to make informed choices as to which retailer I shall utilise for online shopping? This is the only practical method with which to make these types of payments. Does this portend the end of online debit card payments? 5) When shopping online and paying by debit card the disbur*****t shall not be permitted/authorised until the account/card owner confirms the payment on the FNB app. Accordingly, the security aspect is in order and cannot be used as an excuse for blocking transactions. More is required than being in possession of an original/cloned card, namely, the confirmation on the FNB app. 6) Why was I not made aware that the system block on my account/card could be temporarily removed so that I could utilise this method to make my payment?