HM
Hugo M
1 reviews | Active since Sept 2013
07 Jun 2019, 14:55
Account frozen without warning
My account has been frozen apparently due to KYC requirements. I did not receive any email, sms, in contact message, letter or anything informing me prior to my account being frozen that I needed to submit any documents. This is simply unacceptable. How can an account just be frozen without any warning? Obviously this has massive financial implications for clients.
I've now spent more than R200's worth of airtime on trying to call the KYC department on ********** , but the robo voice keeps saying there is a higher than normal call volume and that I must hold, I've been holding for more than 30 minutes over multiple days.
I've also sent documents to ********** but still no reply and account still frozen.
Helpful (0)
Replies (3)0
Replies (3)HM
Hugo M's updateReviewer Update
07 Jun 2019, 15:32Finally got through to somebody, I had to sent documents to a different email, still don't understand how this can happen without warning and without and allowed time to provide the documentation before account gets frozen.
HM
Hugo M's update07 Jun 2019, 15:32
Reviewer Update
Finally got through to somebody, I had to sent documents to a different email, still don't understand how this can happen without warning and without and allowed time to provide the documentation before account gets frozen.
FNB (First National Bank)'s replyOfficial
08 Jun 2019, 10:57Good Day,
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will investigate and provide you with feedback.
The reference number is ***NF.
Regards, Hello Peter Complaints Team
***
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will investigate and provide you with feedback.
The reference number is ***NF.
Regards, Hello Peter Complaints Team
***
FNB (First National Bank)'s reply08 Jun 2019, 10:57
Official
Good Day,
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will investigate and provide you with feedback.
The reference number is ***NF.
Regards, Hello Peter Complaints Team
***
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will investigate and provide you with feedback.
The reference number is ***NF.
Regards, Hello Peter Complaints Team
***
HM
Hugo M's updateReviewer Update
12 Jun 2019, 11:16It's been 6 days now since my account was frozen and still no proper reply. Did they receive my email with the documents they requested? If yes, what is the hold up, if no why don't they let me know and give an alternate email address?
HM
Hugo M's update12 Jun 2019, 11:16
Reviewer Update
It's been 6 days now since my account was frozen and still no proper reply. Did they receive my email with the documents they requested? If yes, what is the hold up, if no why don't they let me know and give an alternate email address?