Unfairly disabled my account.

Hi Namhla,

Thank you for bringing this to our attention, and we’re really sorry for the frustration and inconvenience this situation has caused, especially after you were able to deposit and use your account without any issues.

We completely understand how concerning it must be to find your account disabled when you’re trying to make a withdrawal. We understand how important it is for you to have clarity on your account status and access to your funds, and we’ll make sure your concern is properly followed up. 

After reviewing your account, we found that the bank statement previously submitted for FICA verification did not show a physical residential address and only reflected a P.O. Box. Unfortunately, in line with our FICA requirements and Terms and Conditions, we’re unable to accept a bank statement that does not contain a valid residential address.

That said, we’ve received the documents you recently submitted via email, including your latest bank statement and a copy of your ID. We’re able to review the bank statement, but the ID document you provided is currently linked to Google Drive and requires access permission, so our team is unable to view it at the moment.To make things easier, you don’t need to provide a Google Drive link for your ID. You can simply attach a clear photo of your ID or send it to us in PNG format through email. This will allow our team to access and review the document without any additional permissions being required.

We’ll continue assisting you through our email communication, so please simply reply to the email we’ve sent you with the accessible copy of your ID. Once received, our team can continue with the review and work towards getting this matter resolved for you.

Thank you again for your patience and cooperation. We truly appreciate it, and we’ll do our best to make the rest of the verification process as smooth as possible.