Elim branch staff incompetance and poor service received

I am very disappointed in service received from Elim Branch FNB. Family trust account was opened in august 2024, all documents required was submitted. 21 may 2026 when we went to the bank to withdraw funds we where told to open another account so money can be transferred to which we later learned there was no need for 2nd account already paid R70 to open the account.

At end of day the money could not be transferred and we where told to come back the following week, other family members deemed the service received unsatisfactory and had to go back to branch the following day.

22 May 2026 consultant and manager told us we must go and come back after an hour they need to call for verification since the ID and letter of authority was not attached when account was opened 2 years back.

An hour later we where told the process takes over 30 days to remove the hold on the account. Already the level of incompetence of the branch can be clear now.

We left again, one of beneficiary sent email to head office and complained.

They contacted the account holder, whom they apologies and promised to deal with the staff involved. that is not what the complain was about but to speed the process of removing the hold, we cannot afford to loose the money after we recovered it now is stuck at the bank because of staff oversight.

The Call as we speak is closed and deemed resolve, however as family we are not satisfied with the resolution.

We deeply feel this is a punishment because it does not make sence that an account can be opened without attaching standard documents such as Identity document how do the approver approve such account? that only makes us to feel that our funds are not safe. level of ***** at bank has increase.

The family request are as follows.

1. The 2nd account need to be closed and reimbur*****t be done. 2. The hold on the account be removed within 48 hours.

Regards One of the beneficiary of the Trust funds. Fhatuwani Mabata ***/ ***