FNB Compliance Team ignoring submitted documents – Repeated threats over already-provided import proof for TORCHSA (Pty) Ltd

I am writing on behalf of TORCHSA (Pty) Ltd regarding extremely poor handling by FNB's Compliance Team in a routine exchange control matter. On 18 August 2025, we emailed the exact documents requested by FNB (SARS Customs Declaration SAD 500 with MRN, commercial invoice, transport documents, etc.) to *** and ***. The subject line was clear: "R025SX2VP0" – matching the transaction reference in their latest email (RFO***R025SX2VP001001 for the advance payment to OLIGHT ECOMMERCE TECHNOLOGY CO., LIMITED, USD 498,942.27 on 2025/05/28). Today we received a threatening letter from FNB Compliance stating that the transaction was reported to FinSurv as non-compliant because we allegedly failed to provide confirmation and documentary evidence that the goods were received and cleared in South Africa. They even warn of a possible "No Further Foreign Exchange Restriction" under Regulation 12, which would block our future legitimate import payments. This is unacceptable. We did submit the required documents months ago. FNB's system or team has clearly lost, ignored, or failed to process what was sent. Instead of checking their own records or acknowledging receipt, they are issuing formal threats that could harm our business operations. We have comp**** fully with South African Reserve Bank exchange control requirements and SARS import verification processes. The goods were imported, cleared, and the MRN was provided exactly as requested. What I expect from FNB immediately:

Acknowledge receipt of our 18 August 2025 submission. Withdraw the incorrect non-compliance report to FinSurv. Confirm in writing that the transaction is now discharged properly and that no restrictions will be placed on TORCHSA (Pty) Ltd. Investigate why submitted documents were not recorded/processed and fix the internal process so this doesn't happen again. Provide a senior point of contact (not just generic compliance) who will personally resolve this within 48 hours.

FNB prides itself on being a leading South African bank, yet basic administrative competence and record-keeping in compliance seems to be lacking. Threatening a compliant client instead of resolving an obvious internal error damages trust and makes doing legitimate international business in South Africa more difficult than it already is. I urge FNB to treat this seriously and respond publicly here on HelloPeter. Small and medium businesses like ours rely on efficient banking support for imports – not bureaucratic threats over paperwork you already received. Reference: Transaction R025SX2VP001001 / RFO*** Company: TORCHSA (Pty) Ltd Documents sent: 18 August 2025