1 reviews | Active since Nov 2009
My FICA/KYC struggle with FNB
<p>I received a SMS from FNB (Ref ********** 7) on 29 of September stating that my business account will be frozen if I do not submit FICA/KYC documents by the 11 of October. On the 10 of October I received a phone call from FNB. I requested to know how often I need to update my details with FNB as I had regular request in the past and wanted to make sure to get everything done this time so that I don’t receive a SMS in 3 months’ time again. I also insisted to receive this information in writhing via email. After about a 24 mine conversation we were getting nowhere and I requested to speak to a manager. I was put on hold for over an HOUR after I cut the call realizing that they are not going to get back to me. The employee had no knowledge and could find any evidence on their system of the SMS I received on the 29 of September. He however told me that I will have now 15 days to comply before my account will be frozen. After the call was ended I received a SMS requesting I email my documentation to FNB (Ref ********** 5).</p> <p>That same day I travelled 30km to my nearest branch (Potchefstroom Mooirivier Mall). After sitting in the que for over an hour I had to leave to meet another appointment. The afternoon I received another SMS for FNB thanking me for submitting my FICA (KYC) documents and that the process has been completed. Tuesday (11 October) I travelled the 30 km to the branch again only to find the FNB systems were down. On Wednesday (12 October) I again went into the branch and after about 30min of waiting I was helped by a lady called Marlene Bartleman.</p> <p>I firstly would like to thank Marlene Bartleman for all her help in the matter and doing a great job in trying to resolve this problem.</p> <p>She first logged a complaint for me against the employee that phoned me on Monday (Ref ********** ). Then we spent more than 2 hours updating all my accounts with FNB, making sure all the FICA and KYC document were updated and all the required signatures were on them.</p> <p>Later that afternoon I received 2 phone calls from FNB regarding the complaint I logged. Both letting me know that my FICA/KYC documentation is correct and I need not worry. Both also missing the point of the complaint being the rude employee.</p> <p>To my shock I received another SMS from FNB on 14 of October stating that my account has been placed on hold due to non-submission of FICA/KYC documents (Ref ********** 7). I phone the number supp**** and was informed that they had none of my documents on record not even the old documentation. Unfortunately my call was cut short due to my phone running out of air time.</p> <p>This raze a lot of questions to me on how FNB safeguards my information if the old documentation can just disappear, the professionality of their staff and the general effectiveness of their systems. How am I supposed to trust them with my business money if they kept losing the documentation on my account?</p>
My FICA/KYC struggle with FNB I received a SMS from FNB (Ref ********** 7) on 29 of September stating that my business account will be frozen if I do not submit FICA/KYC documents by the 11 of October. On the 10 of October I received a phone call from FNB. I requested to know how often I need to update my details with FNB as I had regular request in the past and wanted to make sure to get everything done this time so that I don’t receive a SMS in 3 months’ time again. I also insisted to receive this information in writhing via email. After about a 24 mine conversation we were getting nowhere and I requested to speak to a manager. I was put on hold for over an HOUR after I cut the call realizing that they are not going to get back to me. The employee had no knowledge and could find any evidence on their system of the SMS I received on the 29 of September. He however told me that I will have now 15 days to comply before my account will be frozen. After the call was ended I received a SMS requesting I email my documentation to FNB (Ref ********** 5).
That same day I travelled 30km to my nearest branch (Potchefstroom Mooirivier Mall). After sitting in the que for over an hour I had to leave to meet another appointment. The afternoon I received another SMS for FNB thanking me for submitting my FICA (KYC) documents and that the process has been completed. Tuesday (11 October) I travelled the 30 km to the branch again only to find the FNB systems were down. On Wednesday (12 October) I again went into the branch and after about 30min of waiting I was helped by a lady called Marlene Bartleman.
I firstly would like to thank Marlene Bartleman for all her help in the matter and doing a great job in trying to resolve this problem.
She first logged a complaint for me against the employee that phoned me on Monday (Ref ********** ). Then we spent more than 2 hours updating all my accounts with FNB, making sure all the FICA and KYC document were updated and all the required signatures were on them.
Later that afternoon I received 2 phone calls from FNB regarding the complaint I logged. Both letting me know that my FICA/KYC documentation is correct and I need not worry. Both also missing the point of the complaint being the rude employee.
To my shock I received another SMS from FNB on 14 of October stating that my account has been placed on hold due to non-submission of FICA/KYC documents (Ref ********** 7). I phone the number supp**** and was informed that they had none of my documents on record not even the old documentation. Unfortunately my call was cut short due to my phone running out of air time.
This raze a lot of questions to me on how FNB safeguards my information if the old documentation can just disappear, the professionality of their staff and the general effectiveness of their systems. How am I supposed to trust them with my business money if they kept losing the documentation on my account?
My FICA/KYC struggle with FNB I received a SMS from FNB (Ref ********** 7) on 29 of September stating that my business account will be frozen if I do not submit FICA/KYC documents by the 11 of October. On the 10 of October I received a phone call from FNB. I requested to know how often I need to update my details with FNB as I had regular request in the past and wanted to make sure to get everything done this time so that I don’t receive a SMS in 3 months’ time again. I also insisted to receive this information in writhing via email. After about a 24 mine conversation we were getting nowhere and I requested to speak to a manager. I was put on hold for over an HOUR after I cut the call realizing that they are not going to get back to me. The employee had no knowledge and could find any evidence on their system of the SMS I received on the 29 of September. He however told me that I will have now 15 days to comply before my account will be frozen. After the call was ended I received a SMS requesting I email my documentation to FNB (Ref ********** 5).
That same day I travelled 30km to my nearest branch (Potchefstroom Mooirivier Mall). After sitting in the que for over an hour I had to leave to meet another appointment. The afternoon I received another SMS for FNB thanking me for submitting my FICA (KYC) documents and that the process has been completed. Tuesday (11 October) I travelled the 30 km to the branch again only to find the FNB systems were down. On Wednesday (12 October) I again went into the branch and after about 30min of waiting I was helped by a lady called Marlene Bartleman.
I firstly would like to thank Marlene Bartleman for all her help in the matter and doing a great job in trying to resolve this problem.
She first logged a complaint for me against the employee that phoned me on Monday (Ref ********** ). Then we spent more than 2 hours updating all my accounts with FNB, making sure all the FICA and KYC document were updated and all the required signatures were on them.
Later that afternoon I received 2 phone calls from FNB regarding the complaint I logged. Both letting me know that my FICA/KYC documentation is correct and I need not worry. Both also missing the point of the complaint being the rude employee.
To my shock I received another SMS from FNB on 14 of October stating that my account has been placed on hold due to non-submission of FICA/KYC documents (Ref ********** 7). I phone the number supp**** and was informed that they had none of my documents on record not even the old documentation. Unfortunately my call was cut short due to my phone running out of air time.
This raze a lot of questions to me on how FNB safeguards my information if the old documentation can just disappear, the professionality of their staff and the general effectiveness of their systems. How am I supposed to trust them with my business money if they kept losing the documentation on my account?
Good day,
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***.
Regards
Complaints Resolution
Melinda Duvenhage
Email address: ***
Tel number: *** (option one)
Good day,
Thank you for taking the time to bring this to our attention. We would like to apologize for any inconvenience caused.
A formal complaint has been logged on your behalf and referred to the relevant department who will provide you with feedback.
The reference number is ***.
Regards
Complaints Resolution
Melinda Duvenhage
Email address: ***
Tel number: *** (option one)
I would like to thank FNB for the phone call and confirming that my KYC is all in order, but I am still waiting for a formal conformation in writing as per agreement in our phone conversation.
I would like to thank FNB for the phone call and confirming that my KYC is all in order, but I am still waiting for a formal conformation in writing as per agreement in our phone conversation.