KYC - Frozen Account.

Received a notification of outstanding KYC from FNB in July. The email stated I need to contact FNB to verify which documents I needed to provide them with. This was done and documents were sent to provided email address on 20 July. Post receiving a notification that the email address bounced - meaning i was provided the incorrect email address by the consultant on the call - i was then given another email address to which the documents were sent on the same date.

On 21 August, at attempting to use my account while i was out, i noticed that my account had been frozen. I called into the call centre again and was advised that this is because of the outstanding fica docs that I had already provided. The FICA call centre was closed and I could not be assisted.

This morning, I again called the call centre and was again provided with another mail address - which i had to send the docs to and was advised that my account would be unblocked in 30 minutes. After giving it 3 hours, I was still unable to use my account and AGAIN had to call the call centre.

I was transferred to the KYC/FICA department which is at this point that I was provided with the incorrect email address on 3 different occasions from my initial calling into the call centre.

As a Private Clients customer - I at least expected to have my Private Banker contact me to assist with what ended up being a very long and unnecessary process.

Over and above this - if the institution is undergoing a KYC overhaul, all its consultants should be trained thoroughly on the process or immediately transfer you to people that know what needs to be done.

Considering that I had done my part - I was thoroughly inconvenienced and had to make other alternative plans in order to access funds as i was unable to use this account at all - not even to access my funds via ewallet/cardless withdrawal.