Account Frozen - KYC

<p>My <strong>83</strong> year old frail grandmother has an account with FNB where she receives her monthly pension. She could however not access her money in October so I contacted the FNB client contact centre on her behalf on the 5th of October to find out what the issue was. I was advised that the account had been frozen due to outstanding KYC documents. NO NOTIFICATION WAS RECEIVED BY HER so she was not even aware of this. The consultants insisted that she would need to go to her branch herself with a certified copy of her ID and "proof of address". This after I told them that she does not receive any post and cannot walk... How was she supposed to go to the branch herself??? Anyway, we eventually managed to get her to Southgate branch (with a lot of difficulty as I do not live with her), on the 15th. She had an IRP for her pension that showed her address as proof of address but was told that this could not be accepted. Only a statement or municipal bill would be acceptable. Now, my Grandmother is 83 years old...SHE HAS NO ACCOUNTS!!! Not even a municipal bill. She was told to go to the area counsel for a letter. SHE CANNOT EVEN WALK and is aided by a Walker. I luckily had a statement in my own name and the only way we could get help was for us to change her address to mine and for me to sign a form. The only good thing about our experience is that the consultant (Kanana M) was extremely helpful and friendly. The rest of this experience was extremely disappointing. FNB should really consider the aged when it comes to certain things... The fact that my Grandmother was moved to the front of the queue doesnt mitigate the fact that she was expected to visit the branch in the first place. </p>