Very bad service - FNB Private client credit card & FNB KYC department

Background: So I have a private client account with FNB for the past year or so 6 months ago (Sept/Oct 2018), i got my fiancee a secondary credit card in her name, because I had to work overseas 95% of my time.

The card was delivered within a week of ordering which was a pleasant surprise, but they never asked me for her ID documents.

Problem: on the 22nd of Feb I received an email from the card division saying due to lacking her ID docs, her card was temporarily suspended - and I submitted the docs literally 20min I got the email (been waiting for many months)

Funny enough, the card still worked through to the 25th, then the 26th I received an email confirming that the docs were received and it will be updated in the system....an hour after that email her card stopped working and cannot be found in my online profile.

Solving the issue: since then I have reach my private client suite on a daily basis, also my private banker whom was difficult to reach, called KYC whom referred me to the credit card division, whom told me to reach out to my private banker because they don't have access to my card, who referred me back to KYC because they didnt update on their end...one of the private bankers even sent out email copying me to KYC with respond...he phoned them for 40min and no one picked up.

Long story short, the card was restored on the 8th of March, after giving her docs again, this time to my private banker to follow up...but still doesn't work...but shows as active on my banking app.

It took another 4 days of trial and error (try on ATM, try at POS, try blocking and unblocking yourself on the app....try changing the PIN) to finally get the card working again.

For the bank rated with the best service in South Africa...i was completely shocked on how long it took for them to restore the card, the hassle i had to go through and fiancee complaining daily about unable to make payments for living expenses....

Its making me question why I pay such a high monthly fee...maybe I should just move to a bank like Capitec...where I won't have these high expectations??? Save more money, save more time, save on headaches