Bad customer service - Jane Ngcongwane ABSA

I am absolutely fed up with Absa’s ridiculously non-existent customer service.

On 27 October 2021 I received an email from Jane Ngcongwane (Relationship Manager) regarding the re-validation of my FICA status on my trust account. Confirmation was given on the same day that no details have changed.

“On 2021-10-27 14:46, *** wrote: Hi Jane

Please be advised that none of The H Zinserling Trust's details have changed.

Regards, The H Zinserling Trust”

No further response was received from Jane so I accepted that everything was in order.

On 28 November 2021 (Sunday) all transactions on my account were blocked as I was unable to do any payments. I sent Jane an email enquiring as to why there is a block on my account.

On 29 November 2021 (Monday) I received a response from her requesting my FICA documents.

I gathered all my FICA documents and hand delivered them to her at her office at the Brooklyn branch. I sat there almost all day going through the whole process of re-validating the FICA on my trust account. She confirmed that the trust account is FICA’ed.

On 22 March 2022 I received another email from Jane requesting the re-validation of the same trust account. “Hi Jane All the information regarding the trust is still the same. Nothing has changed. Thank you Mr. Zinserling”

No response was received

On 24 March 2022 I sent her another email. “Hi Jane I have sent an e-mail on the 2022-03-22 19:57 regarding the FICA for H. Zinserling Trust confirming that no information has changed but haven't received any feedback as of yet. Can you please help in this regard. Thank you Mr. H. Zinserling”

No response was received

Today, 27 April 2022, my trust account is frozen again.

I don’t understand why I need to FICA my trust account again after it was done in November. The non-existent customer service is becoming my problem. How can you just freeze a business’s account when it still needs to operate AFTER clearly not receiving any response from Absa??? I am seriously considering taking my business to another bank…