No access to my funds

I've been with ABSA all my life and I normally got what I expected, up until now.

I have an access bond home loan with ABSA. I keep most of my savings in the bond to save on interest. I transfer money to and from the access bond regularly as needed.

I tried to transfer money 2 days ago, but the transaction is unsuccessful every time. I first thought it was a glitch in the system and tried the next morning, but nothing changed. I phoned them immediately as I needed to make an urgent payment. I was transferred 5 times from one person to another that day. It sounded like everyone was half asleep and didn't really want to assist me and just shifted me around.

At first I thought my complete account was locked but then we noticed its only my home loan account.

Finally, someone assisted me and said my account is locked due to FICA or KYC documents required. I sent the documents immediately while I was on the phone with ABSA. The call centre person advised he was unable to assist anymore and the KYC department will do the rest.

I did explain to him I needed to make an urgent payment, but there was nothing else he could do for me.

I phoned them again this morning and they escalated the matter to the manger of the department. I need to make another payment and the issue still hasn't been resolved.

ABSA never notified me of this documents that's required.

It's so frustrating to not be able to access my funds! I am considering moving everything to another bank. How can you do this to me ABSA?