Unrealistic, Unhelpful, Unaccommodating, callus and threatening FNB service

I have been with FNB since I left School over 20 years ago. Recently I had to get a new card, at 1st I was delighted in the easy process the online app provided . . . this was short lived however. I spent an entire day waiting for my card to be delivered to my house, even calling them at 15h00 to make sure the card is still coming and they told me (falsely) that it is enroute. at 17h05 when I called messaged them again asking about my card since they told me the service is between 08h - 17h00 they just shilled me off to the couriers, I told them I had a contract with FNB not their couriers and so expect FNB to resolve the issue, I recieved a message from the couriers saying it would be delivered in 22minutes, this also did not happen.

the Next day I was contacted about this issue and told that I had to give them another day during which they could deliver my card to my house, I asked them, "an entire day again" I felt like I had to point out how ubserd this expectation was . . .they want me to sit at my house an entire day, not one but two since I already spent an entire day on an undelivered promise.. . they asked me if they should rather deliver to a local branch and reitterated that I just need my ID to collect. . . .

Today I get notified that I am tollect my card but that I must now additionally bring a proof of my address, when I contact the online consultants, the 1st just ignores my clear disstress and anger and eventually without trying to accomodate me or hear my point he shills me off to another consultant!!! but not before warning (threatening) me that if I fail to provide the FICA required documents my account can be frozen!!!!

The second agent could not do much to assist me in clarifying a.) why they didnt require a proof of address when my card would have been delivered to my house b.) why they didnt inform me of this requirement should the delivery (which they botched) process be changed. c.) why they dont accept affidavits as proof of address when even the organs of state such as the traffic dept etc would accept those. d.) where to get the "co-inhabitation document" they said I could use.

I pointed out to them that saying its a FICA requirement is all well and easy but why dont they apply it accross the board, why didnt I need it from the start and why didnt they ask for it when that` suddenly at their own discression changed.