FNB FROZE MY ACCOUNT FOR NO REASON

My name is Letlhogonolo Koboyankwe, i am an FNB client. On the 25th September i received a transfer from another FNB client from a bitcoin sale of R145,000.00. I realized that my account got blocked on the 30th September when i wanted to make a transfer at Randburg branch in johannesburg.

One of the bankers advised that Mr Elect Nkuna from the ***** department has blocked my account due to a ***** alert. We then contacted Mr Nkuna and he requested a personal meeting which i agreed to at Rivonia sandton branch the next day. I told him that yes the money came into my account and that i was receiving it on behalf of my boyfriend. He advised me that when it comes to bank rules, that is considered as *****. I then told him that i understand after an interview and questions answered and notes that he had made. He then advised that he will submit all his notes to his superior/manager and let me kniw between 5-21 days. On my side i submitted all the relevant docs pertaining to the bitcoin transfer as support of the investigation.

After the investigation time frame i realized that no one from the department is calling or emailing me back after several emails sent to them, my emails were just ignored. Which i think is just pure negligence and unprofessionalism.

On the 29th October, I decided to go to Sunninghill Chilli Lane branch as i received no joy as my emails were being ignored. I explained my story to the banker at Sunninghill and we called Mr Nkuna, he apologized for th delay which i found unprofessional because he was supposed to give me feedback and not me go to branches in order to get hold of him when he has my contact number ans promised to call me. He then said he will get back to me., which he did not. I went to the branch again the next day ans advised the banker that Mr Nkuna did not again get back to me as he promised. We called again and his colleague by the name of Michael answered and said that Mr Elect nkuna was out of office that day and that thia case is dealt with by Elect and there was nothing he could do about it. And he would inform Mr Nkuna to call me the next morning

The next morning i called, and as usual, calls were not answered by anyone, as well as Michael. He then later sent an email asking for an affidavit from the bitcoin owner i was receiving the funds for(Mr Adekunle) and proof of bitcoin dealing. I emailed the documents immediately, the SAPS signed and stamped affidavit and the bitcoin chats/trading between Mr Adekunle and the remitter which is also an existing FNB client. Again i was told that they would get back to me after ANOTHER investigation.

Days later Mr Nkuna called and requested a meeting with the bitcoin owner(Mr Adekunle) and we agreed that we will come and meet him at their head office at 1 Enterprise Road, Fairlands on 1st November. Mr Nkuna requested to have an interview with Mr Adekunle alone and exluded me(the account holder). After a 2 hour meeting and interview with the bitcoin owner, (asking questions about our personal relationship like what date we met, how long have we been in a relationship,etc...questions which have nothing to do with the investigation,) Mr Nkuna still COULD NOT explain why the account was still blocked, after AGAIN I asked him if during the investigation was there anything ********** detected and he said NO there was NOTHING ********** that they had found. He then advised that he would be calling the bitcoin owner the next day at 11 am when his manager will be getting to the office. He had the nerve of telling us that if I don't calm down, HE WILL DELIBERATELY PROLONG THE INVESTIGATION as he is the one in control of it!!!!!

On the 2nd of November, i decided to do YET another follow up because as promised, Mr Nkuna did not get back to us as promised. As Mr Nkuna knows our numbers very well he did not answer calls and emails and could not even contact us back. Today as i am sending this email with the highest frustration, it is the 5th of November and nobody, not even the 3 people that have been cc’d on the email have failed to respond back. I have been calling from morning and all telephone calls have been as usual ignored. I find this EXTREMELY unprofessional and *********** as everytime i speak to Mr Nkuna he will literally laugh meaning he sees clients queries and complaints as a waste of time. Im not sure whether it is taken lightly because of my gender, race and age. I am not happy as it will be 2 months and no update from anyone in that department. Now earlier that i sent an email to them and cc’d care@fnb Mr Michael, Mr Elect Nkuna’s colleague just gave me a call to inform me that Mr Nkuna is not in the office today. It is now the 3rd time that Mr Nkuna is not in the office since the investigation and none of the people included on the email can even deal with the account or give feedback as they are well aware of what has been happening from the start. What kind of circus are they running? Going forward I will be getting a legal representative to deal with this case from today as I am clearly not taken seriously.

Please advise if there is a higher step of laying formal complaints besides sending this email.

Regards

Letlhogonolo Koboyankwe