Shocking FNB communication and Service

I’ve been an FNB client for decades now and I just received the following SMS’s:

FNB :-) Changes impacting your tax information were detected. To remain SARS compliant, please respond to our email or call ***. FNB a div of FRB L

The sms contains no information about what this means or what you need from me. Furthermore, I have received no email from you (as stated in the SMS).

I cannot call you because I don’t have airtime and your number is not toll-free. I contacted you via chat but was informed that I cannot be assisted and should send an email to which I have not received a response.

In February and March of this year I had received emails and SMS’s from you regarding tax compliance. I had sent you the requested document before the deadline and even called to ensure that it was received and confirm that my account will *not* be frozen. It was confirmed that all was in order.

A day later I had received another SMS threatening to freeze my account but when I called, I was informed that this was an error from FNB, that I can ignore all further communication regarding this as my details are indeed up to date and compliant and that my account will *not* be frozen.

Two days later my account was frozen.

I had to call again and it was unfrozen immediately as I was informed that FNB had frozen my account in error since I am indeed SARS compliant and all my details are on file as was previously confirmed. During this phone call I was PROMISED that this is resolved, that no further details are needed and that FNB will not freeze my account again.

Now I’ve received the above SMS with no real information about what this means and no way to contact you as I cannot be assisted in the branch or via chat and your number is not toll-free. I am understandably worried that you will freeze my account again for no reason and leave me without access to the funds my family relies on to live - and that just before the 1st of the month on which date debit orders such as medical aid get processed.

This is really shocking. If you need something from me, tell me what it is so that I can action it accordingly. Don’t send an essentially empty SMS like this where I then need to hunt down the information you’re trying to communicate - on my time AND COST. It’s disrespectful.

Please urgently confirm whether you need anything from me and what it is that you need.