Global Account Hard Hold

Good day,

I requested for funds to be released from my global account in August 2020. I received the following reference number for the withdrawl - Withdrawl, R020HW9EZ0, 24 Aug 2020, ***, ***, AUD 392.00, Submitted to Bank I did not receive any funds in my account and after several weeks tried transferring the funds again. I then received a notification that the account was on hold and was advised to call the call centre. I did that and the call centre agent advised me to send an email to *** requesting for the account to be reactivated. I received no reply and after about 2 weeks went into the branch at Highveld Mall in Witbank where they told me they could not assist and I was to call the call centre. I then called the call centre again on the 22/01/2021. Reference number Rq*** and the agent assisted with reactivating my account. (She was the only helpful person in the entire process so far) I tried to transfer the funds again after about a week and received yet another error saying the account is on hard hold I called the call centre again on the 05/02/2021 and the agent advised that the account had been reactivated but could not see a reason for the hard hold on the system and thought it may be because when I opened the account on my app that I did not tick the "agree to terms and conditions" box or that I did not submit my tax certificate. I was then advised to visit the branch as they would be able to assist me with the reason for the hard hold and the agent emailed me the terms and conditions form to take with me to the branch. I did not receive a reference number for this call.

Firstly, how could I have opened the account if I did not tick the agree to terms and conditions box because surely the app would have blocked me from proceeding to the next page had I not ticked the box. Secondly how could I receive a reference number for the withdrawl in August last year and then after receiving the reference number be told that my account is now on hold.

Please may someone actually assist me now because I can tell you that if I go into the branch they are going to tell me to call the call centre. I urgently need this money to pay my university fees. Your urgent assistance will be appreciated.

Donna