Pensioner Required to Repeat KYC Process After Bank Visit

Good day,

I would like to raise a complaint regarding the handling of my mother’s KYC verification with FNB.

My mother is a pensioner and made the effort to physically go into the bank on 14 April at 13h00 to complete her KYC requirements. This already required time, effort, and travel on her part.

Despite this, when she attempted to make a payment thereafter, her account was blocked, and she was instructed to contact the KYC department again.

She then used the iSecure chat and spoke to a consultant named Lindell, who advised her to contact the KYC department once more. This effectively means she is being sent from one channel to another with no resolution.

It is extremely frustrating and unacceptable that after already visiting the bank in person to resolve this matter, she is now being required to repeat the process. It feels as though the system is simply pushing pensioners back into branches instead of resolving issues efficiently.

This kind of service is not considerate of elderly clients, who should not have to go back and forth to resolve something that should have already been completed.

I kindly request that this matter be urgently investigated and resolved, and that my mother’s account be fully reinstated without any further inconvenience to her.

Thank you.