FNB abuse card suspension

FNB sent an email on 4 May 2018 to inform me that there is no identification document in FNB record and if the ID is not provided to FNB by 7 May 2018, FNB will suspend the card.

I found it totally unreasonable that FNB cannot find the document in its record and threat the customer to provide the document else the account will be suspended. All the require information as well as identification document was provided to FNB to have the account opened and activated in June 2010. Moreover, each time when FNB issue a replacement card to me an identification was provided to FNB representative in the past eight years. To this end, I understand that even if FNB lost the document it is necessary to provide it to them and I have sent it to them on the 8 May 2018 at 08:45.

It is such a disappointed response that I received from FNB on the 17 May 2018 as they advised that they have suspended my card as they did not receive the document.

I would have appreciated that 1) FNB go back to the record 8 May 2018 at 08:45 for the identification document and update the record. It will not add value even if I continuing sending the same. 2) Revisit the control break down with the documentation management