First National Bank
Acc frozen due to lack of process follow through

I ordered an FNB card online. It was ready for collection and I collected it at the Main street Branch. On collection I presented my ID, plus Proof of Address.
Today I tried to use my card - the ATM receipt advised my account was frozen.
I phoned FNB and the consultant advised that they did not have my ID or proof of address on file.
This is frustrating as I did what was requested by FNB and gave it to the consultant when I collected the card. How can FNB not have any processes and procedures in place to cater for card ordered online so that these sort of things do not happen. I have to go back to the Branch and repeat the process. Unacceptable