Useless app and disgusting service

I opened an aspire account for my connect airtime, I was advised that I will pay monthly fee of R35 after some months using the account I’m discovering that there is an additional fee which I’m being charged which was not discussed when opening the account Further to that FNB app is useless because for it to work I must first transfer money from my account to someone else , the equity people could not verify me using my Id , my frustration is that what if I don’t have the app at all , how was I to be verified from FNB system using my Id and May some security questions which I could be asked to verify that indeed the account is mine. I was sent from pillar to post and ended up not being helped I guess get some lessons from Standard Bank app which is so user friendly and efficient