FICA Verification Not Resolved

I am writing to express my deep frustration and concern regarding my ongoing FICA verification issue. For the past two weeks, I have been trying to complete my FICA registration on my Shoprite Money Market account. Unfortunately, my previous submission failed because I accidentally omitted the back of both my ID card and my husband’s ID card.

On Tuesday, I contacted your call centre and was assured that the matter would be escalated so I could re-register for FICA within 24 hours. However, to my surprise, I am still unable to update or complete the FICA process via the Shoprite app on my mobile phone.

I contacted the call centre again today and was informed that the matter never escalated. I spent over 50 minutes on the call with no resolution, while my airtime was depleted. The agent I spoke to, Simphiwe Shabala, advised that no manager was available as they were all in a meeting. It is unacceptable that at a company of Shoprite’s size, not a single person could assist or take ownership of my query.

Please understand that I am 87 years old and rely solely on this account for my pension income. My husband suffers from Parkinson’s disease, and we depend on these funds to pay our carer, buy food, and cover essential living expenses such as rent, water, and electricity.

Due to the unbearable stress and headaches this ongoing issue has caused, I have requested that my daughter, Leonie Moses, assist with this matter further on my behalf. She can be reached on *** for any follow-up or assistance. Alternatively, I can be contacted directly on ***.

This entire experience has been extremely distressing, and I deeply regret entrusting my money with Shoprite. I urgently request that someone from your management team contacts either myself or my daughter to resolve this matter without any further delay.

Regards, Diena Adonis