ABSA "Relationship Banker" says she does not take calls from clients

I have recently found out that my Absa Internet profile has been locked possibly due to a FICA issue.

I have 2 complaints: Firstly, I received a general email on 19 May 2021 about the FICA requirements, which was a generic email sent out to all customers which looked just like any other marketing email which was overlooked. No further communication regarding the locking of our account was received. We didn’t receive any call or direct message or warning stating what needed to be done to avoid our account being locked. The only communication we received was the email titled “Restrictive control in terms of FICA requirements” as per attached. Furthermore, the email mentions requirements but nowhere does the email specify exactly what these requirements are. This is not acceptable, we should have at least receive a phone call from our “relationship banker” notifying us that our account will be locked. This was not the case.

Secondly, I have tried to contact our “relationship banker”, Alida Horner, multiple times last week by telephone. I was unsuccessful on all occasions. I then got hold of Absa Business and the gentleman I spoke to advised that the issue I have is a FICA related issue and that only my relationship banker can assist me to resolve the problem. I’ve subsequently emailed all the documentation that I felt is necessary (Because nowhere does it state what documents are required to be submitted), to my “relationship banker”, multiple times, over the past few days to which I have not received any response or even an acknowledgement of receipt. I then called the branch in which my “relationship banker” operates from, to which I was told that “Alida Horner, your relationship banker does not take any calls from clients”. To clarify this, I asked the person at the branch who answered the phone once again to which she responded again “Alida Horner has given her strict instructions to inform her clients that she does not take any calls from clients and that I should contact her via email”. I tried calling other numbers at absa and a couple of people advised me that I need to have my account unlocked through my “relationship banker” as no one else will be able to assist me. Now, I would like to know the following, It is month end, we have outgoing payments that need to be processed, staff salaries to be paid, our account is locked and I cannot get hold of my “relationship banker” in any way as she is the only person at absa that can assist us. She does not answer phone calls, does not take calls at her branch, does not return messages, does not respond to emails, and does not communicate with me, the client in any way. Actually, come to think of it, in all the years that I have been with absa, I have not once ever received any phone call from Alida Horner, our “relationship banker” with which we the client does not have any relationship with whatsoever.