KYC: Unacceptable blocking of bank accounts without notice

Yesterday I noticed that all the accounts for my business have been removed from my banking profile. After not able to reach either our business banker or private banker, I resorted to phoning the business desk who then proceeded to transfer me back and forth between departments. Eventually, one business desk consultant managed to figure out that an "Oupa" made changes on my mandate earlier the day without my consent and that she'll escalate this to her manager and phone me back in 15 minutes.

After no feedback, I finally got a KYC email this morning asking for updated information and documentation. Up to this point, there has NEVER been any warning or communication regarding KYC. We did have a change of directors earlier this year and I've enquired about how to effect this change on our banking profile, but the request only came from our side. At no point did FNB contact us about it. In fact, even the email today says nothing about losing access to accounts and instead says "This email is with regards to a request received to change signatory....". A request I never initiated other than enquiring about why I can't access my business accounts.

I've sent through all the documentation now (which might take 2 - 4 business days) and then escalated it. However, we have a VAT payment due today which will incur a R13,000 penalty if not paid on time. Since FNB has locked me out of my business account without notice, I will be passing this fine on to them if my access isn't restored today.

The point of this review though is that FNB has become absolutely pathetic where communication has become non-existent and they'll rather just block access to bank accounts before sending a simple email to let the client know that their KYC is not correct. This behaviour is contrary to the Banking Code of Conduct. I'm seriously rethinking my entire relationship and overall portfolio with FNB.