Incompetence and irresponsible behaviour at FNB Fica division

On 28 August 2021 I submitted fica documents as requested by FNB. On 17 January 2022 an FNB sms stated that a hold would be placed on my account if I did not submit my fica documents. I am 68 years old. I am a retired medical doctor. I phoned the Premier division and spoke to Mlani about the problem. I then spoke to Daphne Napier at the FNB fica Centre. She said that she could see that all the documents had been submitted but she would put a note on my FNB accounts to the effect that l was in compliance. I did not realise that these calls were eating my FNB airtime allowance even though I was using an FNB sim card which I had been informed would give me free calls to FNB. I resubmitted the August 2021 documents to Mr Mlani and the fica Centre on 18 January 2022. This morning I was informed that my FNB account was 'on hold' because of 'fica failures'. I phoned fica again. Letabo wanted to put me through to the ***** division. Patiently I explained that this was a serious problem caused by *********** FNB employees at the FICA Centre. I was then put through to the KYC Centre. I still don't know what KYC means. After Siphokazi checked my documents and I explained that I only do free virtual consultations she 'refreshed' the account. FNB should have phoned me before resorting to such a radical step as blocking my account. If they couldn't get hold of me they should have left a voice message and asked me to speak to the KYC Centre.

That they didn't do this which is the responsible thing to do is totally unacceptable. I discovered on 17th January that an FNB person even sent an email on Christmas eve demanding FICA documents which the FICA division already had. This is not the FNB that I joined over 15 years ago. Many of the personnel are far less careful and less responsible in their behaviour.

I am now looking to change my bank. FNB has plenty of competition.