Account Blocked Baselessly During Simple Admin Request - Consultant Akhona Kunene

I am writing to express my extreme disappointment and frustration with Payflex, specifically regarding the handling of a simple administrative request by one of your consultants, Akhona Kunene.

The Incident:

On November 19th, 2025, I contacted Payflex customer service intending only to update my registered cellphone number. During this process, the consultant, Akhona Kunene, stated she was unable to verify my identity and, instead of seeking alternative verification methods, she immediately blocked my entire Payflex account, demanding that I settle all outstanding payments before it could be unblocked.

This action is entirely disproportionate and unacceptable. A query about updating my personal details should never escalate to the permanent blocking of a consistently paying customer's account.

Key Issues and Customer Service Failure:

Disproportionate Action: Blocking my account for a failed identity verification during a non-payment-related admin task is baseless. This has effectively cut me off from a service I rely on and pay for diligently.

Failure to Verify: Consultant Akhona Kunene made no attempt to explore other avenues of identity verification. I have since sent supporting documents, including a recently certified ID copy, via email with no resolution.

Excellent Payment History Ignored: I have an impeccable payment record with Payflex. I have never missed a payment and frequently pay my installments early. For example, my November payment was made on November 19th just after she blocked my account, well before the due date of November 20th. This payment behaviour clearly demonstrates my commitment and trustworthiness as a customer.

Lack of Response: I sent a detailed complaint email outlining this issue on November 21st, 2025 and have yet to receive any substantial, human response five days later. The total silence indicates a severe failure in your customer support and complaints resolution process.

I demand an immediate reversal of this arbitrary decision. My account must be unblocked immediately, and my cellphone number changed using the certified documentation I have already provided. It’s #BlackFriday for goodness sake… I have carts I need clear!!