Item: African Bank
Rating: 1
Author: Carla G

African Bank's replyOfficial

07 Aug 2025, 16:35

Thanks for speaking up and calling us out. Your account is currently blocked due to an overdue compliance update. For FICA update you can visit the nearest African bank branch alternatively you can send your document to *** for further assistance.

Your African Bank Support Specialist team

African Bank's reply07 Aug 2025, 16:35

Official

Thanks for speaking up and calling us out. Your account is currently blocked due to an overdue compliance update. For FICA update you can visit the nearest African bank branch alternatively you can send your document to *** for further assistance.

Your African Bank Support Specialist team

CG

Carla G's updateReviewer Update

07 Aug 2025, 17:49

Thank you for your response however as already stated I am not able to go into a branch and you tell me I can send my document to ***************. Please can you send the information covered by Stars to my email address that you have on record so that I can once again submit my FICA documents.

CG

Carla G's update07 Aug 2025, 17:49

Reviewer Update

Thank you for your response however as already stated I am not able to go into a branch and you tell me I can send my document to ***************. Please can you send the information covered by Stars to my email address that you have on record so that I can once again submit my FICA documents.

African Bank's replyOfficial

07 Aug 2025, 18:12

I noted your earlier post and have provided a response there. Kindly confirm its receipt.

African Bank's reply07 Aug 2025, 18:12

Official

I noted your earlier post and have provided a response there. Kindly confirm its receipt.

CG

Carla G's updateReviewer Update

07 Aug 2025, 18:41

Thank you for the email address - I will forward all my FICA documents now.

CG

Carla G's update07 Aug 2025, 18:41

Reviewer Update

Thank you for the email address - I will forward all my FICA documents now.

CG

Carla G's updateReviewer Update

16 Aug 2025, 10:17

After submitting all my FICA documents to the email address you provided to me privately on the 7th August and then following up on my email sent to you again on the 13th August - I have had absolutely no response to my 2 emails via return email and neither do I have my refund. So what is the excuse now??

CG

Carla G's update16 Aug 2025, 10:17

Reviewer Update

After submitting all my FICA documents to the email address you provided to me privately on the 7th August and then following up on my email sent to you again on the 13th August - I have had absolutely no response to my 2 emails via return email and neither do I have my refund. So what is the excuse now??

African Bank's replyOfficial

16 Aug 2025, 13:48

Thanks for speaking up and calling us out. We'd like to call you and listen to your concern in detail, but we can't get hold of you. Please give us a call on ***so that we can get to the bottom of this.

We hope to talk to you soon.

Your African Bank Support Specialist team

African Bank's reply16 Aug 2025, 13:48

Official

Thanks for speaking up and calling us out. We'd like to call you and listen to your concern in detail, but we can't get hold of you. Please give us a call on ***so that we can get to the bottom of this.

We hope to talk to you soon.

Your African Bank Support Specialist team

CG

Carla G's updateReviewer Update

16 Aug 2025, 15:21

There really is no need to call me. I would like all communications via email please - and the matter that you have to get to the bottom of is as it was stated in my original complaint on Hello Peter dated 7th August @ 16:35. You can reply via email please

CG

Carla G's update16 Aug 2025, 15:21

Reviewer Update

There really is no need to call me. I would like all communications via email please - and the matter that you have to get to the bottom of is as it was stated in my original complaint on Hello Peter dated 7th August @ 16:35. You can reply via email please

African Bank's replyOfficial

17 Aug 2025, 11:29

Thanks for speaking up and calling us out. Your account is currently blocked due to an overdue compliance update. To unblock your account, you’ll need to visit your nearest branch for assistance. One of our consultants will help you update your compliance information and get your account back to normal.

Please bring your valid ID and any other relevant documents you may have.

Your African Bank Support Specialist team
***

African Bank's reply17 Aug 2025, 11:29

Official

Thanks for speaking up and calling us out. Your account is currently blocked due to an overdue compliance update. To unblock your account, you’ll need to visit your nearest branch for assistance. One of our consultants will help you update your compliance information and get your account back to normal.

Please bring your valid ID and any other relevant documents you may have.

Your African Bank Support Specialist team
***

CG

Carla G's updateReviewer Update

17 Aug 2025, 11:55

Thank you for your reply but did you actually read my original message- again posting it - I paid my settlement balance to close my loan account. I received an sms saying a refund is due to me. They refuse to give me my refund stating that my FICA is outdated. Yet despite this they forwarded my my settlement balance letter and accepted my full and final payment. I have submitted all my updated FICA documents and they still refuse to give me my refund despite all my updated documents being submitted via email to them. I DO NOT HAVE TIME to go into the branch and the fact that I work in the financial industry myself and know all the ins and out's of FICA regulations and POPI act - updated FICA documents can be accepted by email and there is no such thing as I HAVE TO go into the branch. This is absolutely ridiculous and if I do not get my refund I will be going to the ombudsman. I am not able to take calls during the day either but I called them none the less at 10:47 on the 5th August to verify myself and dealt with Ramonyadisa Motaung. Yet still they refused to give me my refund. I responded to their whatsapp with face recognition too and this was successful

Please note: I DO NOT HAVE TIME to go into you branch - this is why you provided me with the email address to send my FICA documents to (you sent me this email address privately)

Now please can all this nonsense be stopped and get on with unblocking my account and sending me my refund. All communication via EMAIL ONLY PLEASE.

I will go to the ombudsman if this is not sorted out

CG

Carla G's update17 Aug 2025, 11:55

Reviewer Update

Thank you for your reply but did you actually read my original message- again posting it - I paid my settlement balance to close my loan account. I received an sms saying a refund is due to me. They refuse to give me my refund stating that my FICA is outdated. Yet despite this they forwarded my my settlement balance letter and accepted my full and final payment. I have submitted all my updated FICA documents and they still refuse to give me my refund despite all my updated documents being submitted via email to them. I DO NOT HAVE TIME to go into the branch and the fact that I work in the financial industry myself and know all the ins and out's of FICA regulations and POPI act - updated FICA documents can be accepted by email and there is no such thing as I HAVE TO go into the branch. This is absolutely ridiculous and if I do not get my refund I will be going to the ombudsman. I am not able to take calls during the day either but I called them none the less at 10:47 on the 5th August to verify myself and dealt with Ramonyadisa Motaung. Yet still they refused to give me my refund. I responded to their whatsapp with face recognition too and this was successful

Please note: I DO NOT HAVE TIME to go into you branch - this is why you provided me with the email address to send my FICA documents to (you sent me this email address privately)

Now please can all this nonsense be stopped and get on with unblocking my account and sending me my refund. All communication via EMAIL ONLY PLEASE.

I will go to the ombudsman if this is not sorted out

African Bank's replyOfficial

17 Aug 2025, 12:25

Thanks for speaking up and calling us out. The overdue compliance update is a regulatory requirement and must be completed in person at your nearest branch. Once this is done, we’ll be able to assist you with your query.

Your African Bank Support Specialist team
***

African Bank's reply17 Aug 2025, 12:25

Official

Thanks for speaking up and calling us out. The overdue compliance update is a regulatory requirement and must be completed in person at your nearest branch. Once this is done, we’ll be able to assist you with your query.

Your African Bank Support Specialist team
***

CG

Carla G's updateReviewer Update

17 Aug 2025, 16:14

So why did you give me the email address in private to send all my FICA documents to???????????

CG

Carla G's update17 Aug 2025, 16:14

Reviewer Update

So why did you give me the email address in private to send all my FICA documents to???????????

African Bank's replyOfficial

18 Aug 2025, 11:58

Thanks for speaking up and calling us out. The overdue compliance update is a regulatory requirement and must be completed in person at your nearest branch. Once this is done, we’ll be able to assist you with your query.

Your African Bank Support Specialist team
***

African Bank's reply18 Aug 2025, 11:58

Official

Thanks for speaking up and calling us out. The overdue compliance update is a regulatory requirement and must be completed in person at your nearest branch. Once this is done, we’ll be able to assist you with your query.

Your African Bank Support Specialist team
***

Shocking and terrible service