AS
Abongile S
1 reviews | Active since May 2021
18 Sept 2024, 15:14
Urgent Complaint: 82-Year-Old Dementia Patient Denied Access to Pension Funds
To Whom It May Concern,
I am writing this with extreme frustration and disbelief at the treatment my 82-year-old grandmother, who suffers from dementia, is receiving from FNB, Stutterheim. She is a pensioner who cannot walk, see, or manage her own affairs, yet for the second time this year, her account has been blocked for no apparent reason.
Earlier this year, FNB blocked her account, forcing us to bring her to the branch in her fragile condition. After an unnecessary ordeal, the account was unblocked. But now, unbelievably, FNB has decided to block her account again this month. We were instructed to go to the bank, where they demanded the name of the doctor who diagnosed her dementia. The diagnosis was made by SASSA doctors. We have gone through the legal system, went to court, the court is now telling us we need to deal with lawyers.
This is not some luxury fund you’re withholding—it’s her pension, the money she needs to eat and survive! The level of disregard for her well-being is beyond comprehension. My grandmother is in a car, sitting for hours, while we go from one institution to another, trying to access her own money. She cannot endure this anymore.
This is elderly abuse! How does FNB expect a disabled, elderly woman with dementia to jump through legal hoops to access what is rightfully hers? It is outrageous and cruel.
I demand immediate action to resolve this issue. No one, especially not a vulnerable 82-year-old pensioner, should be treated this way. This needs urgent attention.
Helpful (0)
Replies (2)0
Replies (2)AS
We explained that the elderly woman with dementia had already been examined and confirmed by a SASSA doctor, and as far as I understand, SASSA has been paying her money on time for her well-being. FNB is simply a messenger or middleman in this process. We respected FNB’s procedures (FICA) and honored them by bringing both my mother and the required proof of residence.
Abongile S's updateReviewer Update
19 Sept 2024, 15:18I received a response instructing us to "visit the nearest FNB branch to link mandated persons," but how is my grandmother supposed to go back to the branch when the people there couldn’t help her the last time?
Let me clarify what has already happened:
Her guardian (her daughter) went to the branch to resolve the block on her account. She was told to bring proof of residence (Iphepha labahlali) for both herself and my grandmother.
After going through the trouble of obtaining those documents from the municipality, she returned to the branch, only to be told that my grandmother needed to be physically present despite knowing her condition.
The branch manager, Mr. Yam, literally instructed that she should be lifted up the same way she was lifted into the car and bring her inside the branch. My grandmother, who cannot even maintain her balance, was literally carried into the branch. Upon seeing her fragile condition, Mr. Yam handed my grandmother over to a consultant, and verbally agreed upon unblocking the account as Mr. Yam had physically seen the account owner (granny), however the consultant at number 4 (name forgotten) refused to unblock the account, asking for a letter confirming that my grandmother has dementia.
We explained that the elderly woman with dementia had already been examined and confirmed by a SASSA doctor, and as far as I understand, SASSA has been paying her money on time for her well-being. FNB is simply a messenger or middleman in this process. We respected FNB’s procedures (FICA) and honored them by bringing both my mother and the required proof of residence.
After this entire ordeal, we went to court for the letter, only to be told that the court couldn’t help and advised that we should seek legal aid. We went to SASSA, who couldn’t assist and directed us to Stutterheim Hospital for another letter (imagine).
For years, my grandmother's money was collected with no issues. There’s a lot of money that has been spent on arranging transport and assistance to get to the bank. SASSA grant is only sufficient for her necessities and not for travelling up and down for no valid reason, yet FNB continues to physically, mentally, and emotionally drain everyone with this unnecessary ordeal. My grandmother is too precious and too fragile to be subjected to such stubborn, inhuman and insubordinate behavior, seriously! No one deserves to be treated like this.
For years, my grandmother's money was collected with no issues. There’s a lot of money that has been spent on arranging transport and assistance to get to the bank. SASSA grant is only sufficient for her necessities and not for travelling up and down for no valid reason, yet FNB continues to physically, mentally, and emotionally drain everyone with this unnecessary ordeal. My grandmother is too precious and too fragile to be subjected to such stubborn, inhuman and insubordinate behavior, seriously! No one deserves to be treated like this.
After wasting all this time, energy, and causing unnecessary stress for an elderly woman who is clearly unwell, you’re telling us to go back to the same branch that refused to help in the first place? This is beyond frustrating. None of this was necessary. It’s evident she has dementia, and it’s painful to see her being dragged around due to this. How much more suffering do you expect her to endure?
You don’t just need to know company values, you need to learn basic humanity. It’s free, and it goes a long way.
Additionally, I don’t even understand why her card has been blocked for the second time this year. What FICA suspicions are on her profile?
It’s infuriating to think that elderly people, particularly in rural areas, are being forced to go through these challenges because of so-called educated people. The elderly are often scared to visit offices because they are treated like trash by the very people they raised. This is WRONG and HIGHLY *********.
Teach your staff values aligned with humanity—it’s everywhere, it’s free, and it will cost you nothing literally, it brings peace and more satisficed customers. Even if you have never had a relative with dementia or any illness or an old person close to you, it shouldn’t be difficult to be kind and help people with respect while following the right procedures. Kindness and willingness to do your job wholeheartedly is a new success guys, it is mandatory for sanity.
SASSA has done all the necessary tests and releases the money every month. Why is there an issue with FNB? There are so many people involved in ******* activities like money laundering—those are the issues you should focus on, seriously.
AS
Abongile S's update19 Sept 2024, 15:18
Reviewer Update
I received a response instructing us to "visit the nearest FNB branch to link mandated persons," but how is my grandmother supposed to go back to the branch when the people there couldn’t help her the last time?
Let me clarify what has already happened:
Her guardian (her daughter) went to the branch to resolve the block on her account. She was told to bring proof of residence (Iphepha labahlali) for both herself and my grandmother.
After going through the trouble of obtaining those documents from the municipality, she returned to the branch, only to be told that my grandmother needed to be physically present despite knowing her condition.
The branch manager, Mr. Yam, literally instructed that she should be lifted up the same way she was lifted into the car and bring her inside the branch. My grandmother, who cannot even maintain her balance, was literally carried into the branch. Upon seeing her fragile condition, Mr. Yam handed my grandmother over to a consultant, and verbally agreed upon unblocking the account as Mr. Yam had physically seen the account owner (granny), however the consultant at number 4 (name forgotten) refused to unblock the account, asking for a letter confirming that my grandmother has dementia.
We explained that the elderly woman with dementia had already been examined and confirmed by a SASSA doctor, and as far as I understand, SASSA has been paying her money on time for her well-being. FNB is simply a messenger or middleman in this process. We respected FNB’s procedures (FICA) and honored them by bringing both my mother and the required proof of residence.
After this entire ordeal, we went to court for the letter, only to be told that the court couldn’t help and advised that we should seek legal aid. We went to SASSA, who couldn’t assist and directed us to Stutterheim Hospital for another letter (imagine).
For years, my grandmother's money was collected with no issues. There’s a lot of money that has been spent on arranging transport and assistance to get to the bank. SASSA grant is only sufficient for her necessities and not for travelling up and down for no valid reason, yet FNB continues to physically, mentally, and emotionally drain everyone with this unnecessary ordeal. My grandmother is too precious and too fragile to be subjected to such stubborn, inhuman and insubordinate behavior, seriously! No one deserves to be treated like this.
For years, my grandmother's money was collected with no issues. There’s a lot of money that has been spent on arranging transport and assistance to get to the bank. SASSA grant is only sufficient for her necessities and not for travelling up and down for no valid reason, yet FNB continues to physically, mentally, and emotionally drain everyone with this unnecessary ordeal. My grandmother is too precious and too fragile to be subjected to such stubborn, inhuman and insubordinate behavior, seriously! No one deserves to be treated like this.
After wasting all this time, energy, and causing unnecessary stress for an elderly woman who is clearly unwell, you’re telling us to go back to the same branch that refused to help in the first place? This is beyond frustrating. None of this was necessary. It’s evident she has dementia, and it’s painful to see her being dragged around due to this. How much more suffering do you expect her to endure?
You don’t just need to know company values, you need to learn basic humanity. It’s free, and it goes a long way.
Additionally, I don’t even understand why her card has been blocked for the second time this year. What FICA suspicions are on her profile?
It’s infuriating to think that elderly people, particularly in rural areas, are being forced to go through these challenges because of so-called educated people. The elderly are often scared to visit offices because they are treated like trash by the very people they raised. This is WRONG and HIGHLY *********.
Teach your staff values aligned with humanity—it’s everywhere, it’s free, and it will cost you nothing literally, it brings peace and more satisficed customers. Even if you have never had a relative with dementia or any illness or an old person close to you, it shouldn’t be difficult to be kind and help people with respect while following the right procedures. Kindness and willingness to do your job wholeheartedly is a new success guys, it is mandatory for sanity.
SASSA has done all the necessary tests and releases the money every month. Why is there an issue with FNB? There are so many people involved in ******* activities like money laundering—those are the issues you should focus on, seriously.
AS
Abongile S's updateReviewer Update
20 Sept 2024, 11:06Hi All,
I want to express my heartfelt gratitude to everyone who took the time to help resolve this situation. Elderly people are incredibly precious to me, and the way they are treated deeply affects me. I have grandparents who have often been pushed from one place to another without any clear guidance on what they need to do. Many of them, having never had the opportunity to attend school, are vulnerable and hesitant to ask questions. It breaks my heart to see them terrified and confused, which is why I get so emotionally involved when something concerns them.
I take the peace and well-being of elderly people very seriously, and sometimes I might react in ways that seem extreme because I want to ensure their safety and dignity. I fully understand the policies and sensitivities of the banking industry, and I am aware of how easy it is for someone to inadvertently face consequences simply by adhering to the rules. I don’t want anyone to be caught in such a situation, and I appreciate the difficulty of balancing empathy with policy.
I am especially grateful for the FNB Stutterheim team, led by Mr. Yam, that went out of their way to visit my grandmother at home and resolve everything. I also understand that the branch manager (Mr.Yam) gave verbal consent but was called into a meeting afterward, and could not follow up on the outcome, and the consultant at desk 4 had to adhere to written procedures to protect her role. This is entirely fair and understandable.
I truly appreciate everyone’s efforts and input in this matter. My review came from a place of desperation, seeking a resolution to a difficult issue. I sincerely hope that moving forward, elderly people will be given thoughtful consideration, with a process that ensures their concerns are resolved efficiently. Simply letting them skip the line isn’t enough if the steps that follow aren’t streamlined to meet their needs.
Please understand that the review was never intended to get anyone in trouble. My aim has always been to work together toward solutions that create inclusivity and understanding for previously excluded groups. This is a collective process that requires banks, customers, and communities to collaborate on educating and simplifying procedures for everyone, regardless of their background, while still following the necessary rules.
It is unfortunate that we sometimes feel the need to escalate issues to platforms like HelloPeter to be heard. If other channels were treated with the same urgency, we would use them, but often issues can take weeks to resolve when handled via call centers or emails.
I sincerely hope and pray that there will be future policies tailored to the needs of the elderly, so they are treated with the care and respect they deserve.
And once again, I truly appreciate each and end everyone who took part in resolving this.
Thank you
Abongile
And once again, I truly appreciate each and end everyone who took part in resolving this.
Thank you
Abongile
AS
Abongile S's update20 Sept 2024, 11:06
Reviewer Update
Hi All,
I want to express my heartfelt gratitude to everyone who took the time to help resolve this situation. Elderly people are incredibly precious to me, and the way they are treated deeply affects me. I have grandparents who have often been pushed from one place to another without any clear guidance on what they need to do. Many of them, having never had the opportunity to attend school, are vulnerable and hesitant to ask questions. It breaks my heart to see them terrified and confused, which is why I get so emotionally involved when something concerns them.
I take the peace and well-being of elderly people very seriously, and sometimes I might react in ways that seem extreme because I want to ensure their safety and dignity. I fully understand the policies and sensitivities of the banking industry, and I am aware of how easy it is for someone to inadvertently face consequences simply by adhering to the rules. I don’t want anyone to be caught in such a situation, and I appreciate the difficulty of balancing empathy with policy.
I am especially grateful for the FNB Stutterheim team, led by Mr. Yam, that went out of their way to visit my grandmother at home and resolve everything. I also understand that the branch manager (Mr.Yam) gave verbal consent but was called into a meeting afterward, and could not follow up on the outcome, and the consultant at desk 4 had to adhere to written procedures to protect her role. This is entirely fair and understandable.
I truly appreciate everyone’s efforts and input in this matter. My review came from a place of desperation, seeking a resolution to a difficult issue. I sincerely hope that moving forward, elderly people will be given thoughtful consideration, with a process that ensures their concerns are resolved efficiently. Simply letting them skip the line isn’t enough if the steps that follow aren’t streamlined to meet their needs.
Please understand that the review was never intended to get anyone in trouble. My aim has always been to work together toward solutions that create inclusivity and understanding for previously excluded groups. This is a collective process that requires banks, customers, and communities to collaborate on educating and simplifying procedures for everyone, regardless of their background, while still following the necessary rules.
It is unfortunate that we sometimes feel the need to escalate issues to platforms like HelloPeter to be heard. If other channels were treated with the same urgency, we would use them, but often issues can take weeks to resolve when handled via call centers or emails.
I sincerely hope and pray that there will be future policies tailored to the needs of the elderly, so they are treated with the care and respect they deserve.
And once again, I truly appreciate each and end everyone who took part in resolving this.
Thank you
Abongile
And once again, I truly appreciate each and end everyone who took part in resolving this.
Thank you
Abongile