Very Poor Assistance. ITS Like Pulling Teeth

I app**** online to create a new account. I sent all relevant documents for Fica and completed a form with personal detail. I had to get special assistance to get the app to work because it did not want to work. But the account is frozen because they see two profiles. Even though they can see only one profile has an account linked to it they cant merge the two profiles if I dont go into a branch. Funny how they can create and assist with everything to set up the account by asking security questions but they cant merge two profiles by doing the same. They are even willing to close an account for me over the phone but they cant merge profiles... fortunately I have been with my current bank since 2003. Thanks, FNB for reminding me where my loyalty should lie.