48 Hours turn around time became 48 Months

Dimakatso Thabong Acting Manager Matthews & Noxolo deceased Agents Virgil geluk

To whom it may concern

I am writing to Hello Peter with a broken heart💔, My name is Nomhle Man***i *** I am with my sister Thandiwe Mvulane( Executor) +***. In June we opened an estate late account at FNB in Jhb. Then we were told to wait for 3 months before we can receive the money that my late brother Thansanqua Johnson Man***i *** had invested with FNB. After 3 months Clientele/SARS/Bonita's just to mention few of them tried to send money but the account bounced back. We then went to Vereeniging to enquire but we could not be assisted. We even went to Thabong and Mandela square FNB unfortunately we were not assisted instead we were told to go back to JHB where we opened the account as the consultant who assisted us did not follow all process hence that's why the account is invalid. We then went to JHB( Nomhle, Lama, Jabu and myself (Siblings) then the consultant managed to fix the account. Then we're were told to wait for 30 days of which we did. After 90 days in total of waiting, when SARS has deposited money in....... We were told that the account has been freezed and they required a letter stating that we have resoved our issues as the family. My sister Nomhle was the one communicating with deceased department. She sent an email attentioned to Noxolo on 29 Aug 2023 requesting an upliftment on the account was told that we must wait 48 hours. We waited then on 06 September Virgil Geluk (CN38021) case number apologized for the delay and advised that they waiting for confirmation from Master court. Nomhle gave them the direct email for assistance master on 05 /09/2023 I attached the resolved letter from master to deceased as well as the email address for Assistant Master department. We called every 3rd day. On the 21 September 2023 Nomthandazo( Assistant Master) responded to fudiary and deceased email confirming resolution of our issues. On 26 September 2023 Virgil rep**** acknowledging receipt of the letter fr Masters office and advised on that day that we must give them 48 to uplift the suspense/ freezing of the account. Every 48 hours we kept on calling and sending email but still be told one thing to wait 48 hours. 17 October 2023 we went to JHB head office with hope that we can plead with the admin to uplift the account as we had a tombstone unveiling. I spoke to Mathew a call centre agent who advised us that he has escalate the issue to both team leader and manager 5 weeks ago to date we have not received any feedback instead you will get a different agent every time you call. The tombstone that we brought we only paid half and it was on special so we are told that if we don't pay by 15th of this months we will forfeit the discounts we received. As the family we are very stressed and confused by this issue.

Two weeks ago we even went to Thabong shopping centre for the 7/8 time and my sister Nomhle requested to talk to one of the seniors. She came ( Dimakatso) she promised us 48 hours as well of which it ended last week Thursday. She said she has escalated the issue todate there is no update

Please attend to this issue as a metter of agency we understand you have a badlock but since Aug? No this is very unprofessional.

Regards Thandiwe/Nomhle