Subject: Unacceptable Account Freezing Without Communication

In November 2024, ABSA unilaterally locked my Flexi Home Loan account without any prior communication. I only became aware of this issue while attempting to transfer funds at a fuel station, leaving me stranded. Upon further inquiry, I was informed that ABSA required an updated building insurance schedule. The process of reopening my account took nearly a week due to an apparent five-day processing period.

Last week, ABSA once again locked my Flexi account—this time citing FICA documentation requirements. Yet again, no prior notice was given—no phone call, no email, no SMS, and no notification via the ABSA banking app. When I contacted ABSA, I was advised that it would take 48 hours to lift the hold on my account.

This pattern of uncommunicated and arbitrary account restrictions is entirely unacceptable. It is unacceptable for a financial institution to treat long-standing customers with such disregard, particularly when access to funds is abruptly and unjustifiably restricted. Given this experience, I have initiated the process of transferring my home loan, bank account, and credit cards to another institution. It is clear that ABSA does not value my business, and I will take it elsewhere.

ABSA, I urge you to reconsider how you treat your loyal customers. A basic standard of professional service includes clear communication and reasonable processing times—both of which you have failed to provide.