“Urgent: Unresolved KYC Issue After Multiple Follow-Ups (***)”

Thank you for your response.
I am available and requesting an urgent call from your team to resolve this matter today. Please note that I have already contacted your call centre again after your message, and unfortunately, I still did not receive any assistance.
Your contact number appears masked on your reply, making it difficult for me to reach the correct department directly. I have made multiple attempts through all available channels without success.
Kindly escalate this matter urgently and have a relevant specialist contact me as soon as possible on my number. This issue has been ongoing despite my full compliance with all KYC requirements.
I expect immediate intervention and resolution.
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Regards,
Mathapelo Moepeng

Thank you for the prompt response.
I have now been contacted by a consultant, and I appreciate the professionalism and assistance provided so far.
I will await the final resolution of my matter and trust that it will be concluded within the agreed timeframe. I will provide further feedback once everything is fully resolved.
Regards,
Mathapelo Moepeng

I have now waited the full 72-hour turnaround time that was communicated to me, and I have also allowed additional time today for feedback, yet I have still not received any resolution.
This delay is unacceptable. I require a direct response from the KYC team with a clear update on the status of my account and immediate resolution of this matter.
Please treat this as urgent and confirm without further delay.

Goodday ,Ive emailed what they requested me to email attached everything can they check please

I would like to start by thanking the African Bank social media team for their responsiveness and willingness to assist — it is truly appreciated.
However, I am very disappointed with the lack of communication and service from the KYC team. I have submitted all required documents, including my Betway transaction history, and I have fully cooperated with every request made.
Despite this, I am not receiving any updates via email, and the only way I get information is when I personally call the call centre. This is extremely frustrating, as there is no proactive communication from the KYC team at all.
I would like to clearly state that my funds are legitimate, and I have provided all necessary proof as requested. At this stage, I believe I have done everything required from my side and would like my account to move forward to the next step without further unnecessary delays.
I kindly request urgent feedback and resolution on this matter.
Reference number: ***
Mathapelo Moepeng

I am writing to express my frustration regarding the ongoing delay with my KYC verification process.
I have submitted all required documents, including more than 10 proof of payments, my Betway transaction history, and all KYC-related documentation requested by the bank. I have fully cooperated and provided everything needed from my side.
Despite this, there has been no proper communication or updates from the KYC team. I am not receiving responses to my emails, and the only way I get any information is when I contact the call centre myself.
This level of service is unacceptable, especially considering the amount of documentation I have already provided. My funds are legitimate, and I have supp**** sufficient proof to support this.
I request that my account be processed without further delays and that I receive clear feedback on the status of my verification.
Reference number: ***
Mathapelo Moepeng

Gooday thats what betway said they can offer me ,Im now going to try my Betway relationship manager like guys these betting companies operate differently last year i sent this excel form they approved it.

Can someone call me because im chatting with someone on betway now as we speak

The main issue is the request for Betway statements.
I have contacted Betway directly, and they have confirmed that they do not provide formal account statements. I have proof of this communication.
This means the request cannot be fulfilled, as the document being asked for does not exist.
I kindly ask that this be taken into consideration and that alternative documents already submitted be reviewed instead.
Mathapelo Moepeng

I would like to express my disappointment with African Bank regarding the request for Betway statements.I have made every effort to comply with the KYC requirements and even contacted Betway directly. They have clearly confirmed that they do not provide formal account statements, and I have proof of this.It is therefore extremely frustrating to be asked to provide a document that Betway itself cannot issue. This places me in an impossible position, despite my full cooperation and willingness to provide all available supporting documents.I respectfully request that African Bank reconsider this requirement and review the alternative documents already submitted.Mathapelo Moepeng

I would like to start by thanking the African Bank social media team for their responsiveness and willingness to assist. Their effort and professionalism are appreciated.However, I am extremely disappointed with the handling of my case by the KYC team.I have submitted all required documents, including multiple proof of payments, my Betway transaction history, and all supporting verification documents. I have made every effort to comply fully and in good faith.Despite this, the KYC team has failed to communicate clearly and consistently. I was initially only asked for my ID and proof of residence, and only later—after I followed up—was I informed of additional requirements. This has caused unnecessary delays which could have been avoided with proper communication from the start.Furthermore, I am being asked to provide Betway statements, which Betway has confirmed they do not issue. This places me in an unfair position, as I am being required to submit a document that does not exist.The lack of updates, unclear communication, and changing requirements have caused frustration, delays, and unnecessary costs on my side.I kindly request that the KYC team handle this matter with urgency, review the documents already submitted, and provide clear and final feedback so this issue can be resolved.Mathapelo Moepeng

I am writing this out of complete frustration, exhaustion, and distress regarding how African Bank has handled my account.
My funds, amounting to over R60,000 of my own clean money, have been withheld due to a KYC review. From the beginning, I have been fully cooperative and transparent. I submitted my ID and proof of residence as initially requested, and only later—after making follow-up calls—was I told that additional documents were required. This lack of clear communication has forced me to run up and down trying to gather everything without proper guidance.
Despite this, I went above and beyond and submitted all supporting documents I could obtain, including more than 10 proof of payments and all relevant information available to me. At no point did I refuse or delay anything from my side.
What has been most frustrating is the complete lack of feedback and accountability from the KYC team. I have sent multiple emails, made numerous calls, and each time I am either told to wait or given the same generic responses with no real progress. I was specifically told to wait 72 hours for feedback, which has long passed without any meaningful update.
This situation has now gone beyond inconvenience. We are at month-end, and I have no access to my own money. I am unable to meet my financial obligations, and the strain this has placed on me is severe. I have reached a point where I am not even able to function properly or sleep due to the stress and uncer*****y caused by this situation.
It is extremely unfair to treat a customer this way, especially one who has comp**** fully with every request. There has been no clear explanation of what is outstanding or why my funds continue to be held.
I have done everything in my power to resolve this directly with African Bank, but I am being left with no choice. I will now be escalating this matter to the National Financial Ombud Scheme South Africa for urgent intervention.
African Bank needs to take responsibility, improve its communication, and resolve this matter immediately. No customer should have to go through this level of stress and financial hardship while simply trying to access their own money.
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