EW
Emily W
1 reviews | Active since Mar 2013
21 Nov 2022, 12:17
General mail threatening freezing of account
I received a message today stating my account will be frozen due to non-su mission of SARS common reporting standards tax info. I immediately called the client services department as I had updated the information months ago. The agent put me through to a rude KYC agent who proceeded to check and verified my information had been updated. When I asked why I received the notification that my account will be frozen he stated it was a general message sent to all clients. I asked how can he guarantee that my account will not be frozen, the response again was it was a general message sent out. How can a bank send out a general message stating that accounts will be frozen? What cer*****y do I have that my account will not be frozen? Why would a back want to cause unnecessary panic
Helpful (0)
Replies (3)0
Replies (3)EW
Emily W's updateReviewer Update
22 Nov 2022, 10:12I have spoken to more agents and received conflicting feedback. The last agent told me yes the system was updated and then proceeded to ask me the exact same questions as I answered on the questionnaire on the app originally. I asked why he was asking them again and his answer was because you are not SARS residency compliant??????!!!!!! This is absolutely CRAZY! SO I DID UPDATE MY DEATAILS BUT I DIDN'T???????? OH AND THE SUPPOSED GENERAL MESSAGE SENT STATING MY ACCOUNT WILL BE FROZEN IS NOT A GENERAL MESSAGE. WHAT GUARANTEE DO I HAVE THAT MY ACCOUNT WILL NOT BE FROZEN DUE TO THE INCOMPETENCE OF THE SYSTEMS AND AGENTS INVOLVED IN THIS MATTER. WHEN YOU CAN'T TRUST YOUR BANK OF 30 PLUS YEARS IT'S TIME TO CHANGE!!!!
EW
Emily W's update22 Nov 2022, 10:12
Reviewer Update
I have spoken to more agents and received conflicting feedback. The last agent told me yes the system was updated and then proceeded to ask me the exact same questions as I answered on the questionnaire on the app originally. I asked why he was asking them again and his answer was because you are not SARS residency compliant??????!!!!!! This is absolutely CRAZY! SO I DID UPDATE MY DEATAILS BUT I DIDN'T???????? OH AND THE SUPPOSED GENERAL MESSAGE SENT STATING MY ACCOUNT WILL BE FROZEN IS NOT A GENERAL MESSAGE. WHAT GUARANTEE DO I HAVE THAT MY ACCOUNT WILL NOT BE FROZEN DUE TO THE INCOMPETENCE OF THE SYSTEMS AND AGENTS INVOLVED IN THIS MATTER. WHEN YOU CAN'T TRUST YOUR BANK OF 30 PLUS YEARS IT'S TIME TO CHANGE!!!!
EW
Emily W's updateReviewer Update
22 Nov 2022, 15:30Still no formal confirmation that my account will not be frozen. Just wasted thing phoning KYC again and told again I'm compliant. Couldn't confirm my account will not be frozen. Absolutely atrocious service. Time to move banks
EW
Emily W's update22 Nov 2022, 15:30
Reviewer Update
Still no formal confirmation that my account will not be frozen. Just wasted thing phoning KYC again and told again I'm compliant. Couldn't confirm my account will not be frozen. Absolutely atrocious service. Time to move banks
EW
So 3 days of trying to find out why they are threatening to close my account and eventually they agree I did update my details as required and I was compliant.
FNB you have serious customer service/ call centre issues. I would also suggest doing an audit on all your client accounts as I would love to know how many have been frozen due to your internal incompetence!!!!!!!
Emily W's updateReviewer Update
23 Nov 2022, 09:02What an absolute joke, I received this mail this morning the day my account is due to be frozen
Ref no: ***
Ref no: ***
I hope this email finds you well.
As I have sent you the form to complete yesterday, I would like to withdraw to that.
Do not fill it as all is in order.
Kind regards
CRS.
This email is subject to a disclaimer.
So 3 days of trying to find out why they are threatening to close my account and eventually they agree I did update my details as required and I was compliant.
FNB you have serious customer service/ call centre issues. I would also suggest doing an audit on all your client accounts as I would love to know how many have been frozen due to your internal incompetence!!!!!!!
EW
Emily W's update23 Nov 2022, 09:02
Reviewer Update
What an absolute joke, I received this mail this morning the day my account is due to be frozen
Ref no: ***
Ref no: ***
I hope this email finds you well.
As I have sent you the form to complete yesterday, I would like to withdraw to that.
Do not fill it as all is in order.
Kind regards
CRS.
This email is subject to a disclaimer.
So 3 days of trying to find out why they are threatening to close my account and eventually they agree I did update my details as required and I was compliant.
FNB you have serious customer service/ call centre issues. I would also suggest doing an audit on all your client accounts as I would love to know how many have been frozen due to your internal incompetence!!!!!!!