FICA Query Unresolved for 6 Days

I am writing to express my extreme dissatisfaction with the turnaround time regarding my FICA verification. Your terms state that this process takes 48 hours; however, it has now been nearly six days since I submitted all my documents, and my query remains unresolved. This delay is unacceptable and demonstrates a complete disregard for customer experience.

For your records, I have submitted the following:

Copy of my ID

Proof of Address

Photo of me holding my ID

Account Number: ***

This situation forces me to question the operational efficiency of your department. How many people actually work on these queries? It appears the department is either severely short-staffed or lacks basic time management, as the only alternative explanation is that staff are unproductive—perhaps spending more time drinking coffee than addressing customer tickets. Furthermore, where is the follow-up from supervisors? Why has no one reviewed this file in nearly a week to push it through?

The most frustrating aspect of this delay is how simple the resolution actually was. When I eventually called in, the call centre agent, Matshidiso, was able to identify the problem immediately. In my case, only one digit of my ID number was missing from my initial submission. Matshidiso confirmed the full ID number with me and picked up the error right away.

This raises a serious question: How is it that the entire 'trained' FICA department—and even the 'experienced' supervisors reviewing documents—failed to spot a single missing digit? A basic document check should have flagged this instantly. Instead, I have been waiting for six days for a department that requires a call centre agent to diagnose their work for them.

I suggest that your call centre workers—specifically Lebohang, Tebogo, Duane, and Dominique—take notes from Matshidiso on how to actually investigate and resolve client problems. There is a clear need for proper training in the FICA department and, more importantly, effective follow-up on the work they claim to complete.

To date, my FICA is still not resolved. This is precisely how companies like Betway earn bad reviews and lose clients. If this is the standard of service and efficiency your customers can expect, I will be taking my business elsewhere and will ensure others are aware of the lengthy delays and incompetence within your verification department.

I expect this to be resolved immediately now that the correct information has been provided.

Regards,