KYC run around

Good Day

I received an email in April from the KYC Centre requesting documentation related to an additional credit card linked to my account. I submitted the documentation to the email address provided on the correspondence on 4 May 2017.

In October, I again received correspondence requesting the same documentation. When I enquired, I was told that the email address provided ********** was incorrect and that I should send it to ********** I did this on 4 October [REF: ********** 2_ ********** 71].

Last week, 9 November, I received correspondence stating that the card has been suspended as the documentation was not received and if not sent withing 5 days, it will be cancelled.

I contacted FNB Premier and was informed that the card was still active but they will revert back to me. I didn't hear back from anyone. I once again sent through the documentation to both email addresses provided [REF: ********** 9_***].

When I didn't hear back, I contacted the KYC Centre on Friday, 10 November to follow up. The consultant took down the information and said that he will revert back to me. When I followed up at 4:30pm, I was told that the Credit Card department did not provide any feedback. Eventually, I was put through to Premier Banking and was requested to send through the documentation again [REF: ********** 0_***] (CAS- ********** -K8H7W3).

Although I was told that I will receive feedback today, I still believe that this matter requires attention in respect of the following issues: 1) Why was the documentation not verified in May and in October? 2) Why was the card suspended (if the correspondence was accurate) without me being contacted personally to confirm whether or not the documentation was sent though? 3) Why do I have to continue sending through the documentation when there is a reference number? The information is, afterall, sensitive. 4) Why does it seem like we're going in circles? Who's mandate is it to verify the documentation and confirm that all is in order?

I believe that this should be a simple exercise, yet it is taking much time to resolve. All I need is confirmation that the documentation has been received, verified and that all is in order.

Please assist accordingly.