*********** consultants.

I lost my phone and couldn't transact, I called the bank to explain my challenge and the consultant asked me if I had access to the banking app, I explained my situation and she said she couldn't assist as she needs to authenticate via the app, even though there are other authenticating measures. My account went in arrears and was reported to the Bureau.

I logged a complaints and I had to follow up for more than a month to get feedback, it's been three months and the issue hasn't been resolved and this is negatively affecting me. To fact that I took the initiative to reach out is really disheartening. I am really disappointed.