Nedbank Professional Banking and FICA circus, proves nothing Professional about this experience!

On Saturday (17 March) I learnt, without prior notice, that my accounts have been restricted and blocked due to FICA.

As a professional banking client, I called my banker. She pawned me off to a call centre - not what one expects of a private banking experience. Stranded ****erally stranded) without access to funds or cash to pay for my parking, I can't even begin to explain the inconvenience this caused. These things happen right?!

I think what I find most infuriating is that this could have been avoided. Why do I say this? Well in December 2017, I notified my banker that there were supposed FICA requirements that needed to be submitted. This after I had re-submitted my documents in October 2017. I was assured that all was resolved. Suffice to say, without so much as a courtesy call, my account was blocked.

Why should clients have to suffer at the hands of incompetence and inefficient systems of the bank?

It gets better. I was then informed, after I had to call the call centre because my banker couldn't assist me, that my FICA documents were only received on the Friday and they were late therefore the restriction was unavoidable due to the backlog. Why were they submitted late? Why had they not been submitted on time or when I had initially submitted them?

I then send an email to my banker and her manager to escalate asking very specific questions as to why this has happened, is this an unreasonable expectation or support to have of the professional banking experience and who needs to account? My escalation falls on deaf ears (manager does not even acknowledge my email) and once again I am met with a 'sorry for the inconvenience' email and we are following up.

What I have requested are clear answers. I don't want an apology, I want answers! I don't want to find myself in this same predicament, therefore have the courtesy to explain why this has happened?

If simple questions that need answers cannot be addressed and accountability is not taken, then I am definitely with the wrong bank! PS: I am still without access to my hard-earned money!