Account frozen without reason or valid case – no assistance, no communication

I am writing to express my extreme frustration and disappointment with FNB. My account has been frozen without any valid reason being provided, and despite numerous attempts to resolve this, the bank has shown no willingness to help or even communicate properly.

The only explanation I received was a vague indication that my account was flagged – no specific reason, no case number that leads anywhere, and no timeline for resolution . I have been banking with FNB without issues for a long time, yet they chose to freeze my account without any proper heads-up. No phone call, no clear email – just silence .

The impact on my life has been severe. I have essential bills to pay, suppliers waiting, and business operations that are currently halted. I cannot access my own money for basic living expenses . This situation has escalated beyond a simple inconvenience – it is now threatening my livelihood.

What makes this worse is FNB’s complete lack of accountability. I have:

Sent multiple emails to various FNB service addresses

Spent hours on hold and been transferred between departments

Been told to "wait 48 hours" repeatedly with no resolution

Received automated responses that lead nowhere

The KYC/FICA department is apparently the only team that can lift restrictions, but they are not accessible by phone – only via email that goes unanswered . I have resubmitted documents they already have on file multiple times, yet my account remains frozen .

FNB’s communication is non-existent. Their HelloPeter response appears automated – they post a private reply assigning a reference number but never actually follow up . When I finally get through to someone, I am either cut off, transferred endlessly, or told to email another address I have already tried .

I have also seen other customers reporting the same experience – accounts frozen for weeks or months, no reasons given, and FNB failing to respond to formal complaints . One customer had their account frozen for over 10 months, losing their source of income entirely .

To make matters worse, FNB has:

Ignored multiple formal complaints and "high priority" case numbers

Failed to respond within their promised timeframes (5 business days became 12+ with no follow-up)

Provided inconsistent information across different agents

I am now out of funds for basic necessities, unable to pay bills, and facing financial distress because a bank I trusted decided to freeze my account without justification and then refused to help .

What I need:

Immediate unfreezing of my account

A clear explanation of why my account was frozen

Proper communication and accountability from FNB

I am considering escalating this to the National Financial Ombud Scheme (NFO) as FNB has clearly breached its duty of care . I would also caution anyone considering FNB – they do not seem to value their customers or respect their right to access their own money .