Desperately trying to access funds for over 2 months

I was in South Africa for a month during December 2022 and January 2023 for vacation to sort out my finances as I no longer reside in South Africa. During this period, I visited 5 different African Bank branches to update my cellphone number so that I can access my accounts. Here's what went down.

N1 City African Bank: I went in to update my cellphone number and the lady there told me that she can't help me because my fingerprints don't pick up (that I don't exist) and that I should go to Home Affairs to update my fingerprints. (Keep in mind that the person there never mentioned or gave me the Request for DHA Verification Certificate which is needed at Home Affairs - this will become important later in this discussion).

George Home Affairs: I spent 2 hours here. I go to Home Affairs in George, and they update my fingerprints. I, of course, don't have the DHA Verification Certificate because I was not aware that I needed one and N1 City never gave me one. Home Affairs just updates my fingerprints and tells me I'm good to go.

George African Bank: I spent 2-3 hours here. I told the lady there that I went to George Home Affairs and updated my fingerprints. Once again, this lady does not mention anything about the DHA Verification Certificate. And this is what African Bank requires. However, she asks nothing about it and says nothing about it. Suddenly, she's able to "update my phone number" but there is something wrong with their IT systems and therefore my phone cannot receive the “ping”. She logs an incident with IT and says IT will contact me 3 days later. 3 Days go by, and I hear nothing about my cellphone number or fingerprints being resolved.

Mosselbay African Bank: I spent over 3 hours here. This is now my third visit at AB and a lady named Chantelle assists me. She also does not mention anything about a DHA Verification Certificate. Suddenly, I find out that after you update your fingerprints at Home Affairs, it takes at least 10 days to reflect in the system. First time I hear this. No other African Bank branches told me I should wait 10 days before coming in. Chantelle was the ONLY person thus far who was able to somehow get into my accounts. I desperately needed money at this point because I cannot access any of my accounts. Chantelle suggested moving some of my Savings Pocket money to the My World account to that I could at least have a little bit of money to pay for things. Again, no one else at N1 City or George suggested this and they could not even log in to my account. Chantelle managed to access my accounts and move some of the money so that I could buy things. This helped a great deal. However, no one can update my cellphone number and my fingerprints still don't work. Chantelle phoned 2 or 3 different departments to assist. No success. Chantelle suggests that I come back in January until the 10 days waiting period is over. I go there in January 2023 - no luck. They cannot update my phone number and now cannot access my accounts at all.

Cape Gate African Bank: I visit Cape Gate AB and for the very first time I'm told I need to go to Home Affairs with the DHA Verification Certificate request. The lady there provides me with one. I'm of course fuming because I've spent literally hours and hours at the previous African Banks, and no one gave me this request form before, and no one told me I need to provide this to Home Affairs to get the DHA verification done for my fingerprints to work.

Paarl Home Affairs: I spent 2 hours here on the day I must fly back to Canada. I provide the request form, get my fingerprints done and take the DHA Verification Certificate to African Bank Paarl.

African Bank Paarl: I spent over 2 hours here. Jeremy was unable to access my accounts. He could not use the DHA certificate because now, once again, it will take 10 days to reflect in the system (even though I’ve already been to Home Affairs twice). So therefore, he could not update my cellphone number. I tell him that I’ve been visiting African Bank for over a month now just to update my cellphone number so that I can access my accounts, and so far, no one has been able to help me. Jeremy phones Chantelle at African Bank Mosselbay to find out how she was able to access my accounts and move my money to My World. Jeremy could not access anything. He phones IT – no success. Keep in mind that they now have already opened 3 incidents at IT to assist in the matter and IT cannot help either. I tell Jeremy that I’m literally about to fly back to Canada in 3 hours and I still have no access to my accounts. Jeremy said he will keep me in the loop via email. I emailed Jeremy on January 16th and have not heard anything.

I flew back to Canada (January 10th) after spending over a month in South Africa to try and update my cellphone number so that I can access my accounts. I only get to visit South African once a year and I’ve spent hours of my valuable vacation time at African Bank branches and they failed me miserably.

Now I have no way of accessing my money, my bank card will expire in June 2023 and I’m unable to use my African Bank money as a deposit for a home here in Canada.

The hilarious part is that my husband is with FNB and he was able to update his cellphone number by literally just phoning FNB while sitting in Canada. No fingerprints, no Home Affairs, no DHA certificates.

Ironically, I was also advised by more than 1 African Bank consultant to move my money and close my accounts with African Bank because AB is unreliable, *************, and quite frankly, a joke.

I will withdraw all my money and close my accounts with African Bank the day I’m able to access them.

This has been the worst, most stressful and mentally draining experience ever. Words cannot explain how disappointed, furious, and tired I am. I will be taking legal action against African Bank.