Account blocked without notification

On the 23rd of November, while setting up my payments that needed to be made the following day, I realised that something was wrong. I then checked the app to see if there is a message and when I went into my card settings, I saw that my card had been blocked. I then called the call centre and was advised my account had been frozen and I would need to go into a branch to sort it out. She then tried to explain to me that accounts are randomly audited for FICA compliance and mine was flagged for being non-compliant. I explained to her that I was not aware of this and brought it to her attention that had I not called, I would not have been informed of this. I then asked to be transferred to the complaints department.

My next discussion was with a gentleman. I explained the story again to him and he went into my account. He then told me that the reason my account was frozen is because it was dormant and that the last deposit was in September. I told him that my account was the only one I had and receive my salary in it. I received my October salary in that same account and transacted frequently from it. I offered to send him a screenshot of my transaction history. He then put me on hold and came back and said that he deals with delinquent account complaints - not sure what that is. I was then transferred to another lady and was asked to repeat my story. She proceeded to tell me that my FICA documents were not up to scratch and that I would need to go to the branch with my ID and proof of residence to have it sorted out. She then offered to call the FICA department and said she would call me back which she did.

When she called me back she confirmed that I need to go to the branch. She said that two SMSs were sent to me notifying me of the FICA situation. She said that the SMSs went to an 078 number that I no longer use. I had changed my number at the branch a very long time ago and I have been receiving all Standard Bank related messages on it. Why now is such important correspondence going to the wrong number? She kept asking me if I am sure that I don't use that number anymore and I said yes. Even when I transact I use the 065 number and receive all of my OTPs on that number. I also receive Standard Bank marketing messages on that number.

I did not receive an email or phone call or app message or anything informing me that my account has been frozen. As a result I am unable to:

1. Purchase electricity for my home 2. Buy prepaid airtime or data 3. Pay bills that are due on the 25th of each month 4. Buy food 5. Pour gas

The lady I spoke to also informed me that when I go to the bank with my FICA documents, it will take an additional 24-72 hours for my account to be unfrozen. Which means that I will not have access to my funds for up to 3 days and there is nothing that can be done about it. Ergo, I will have no means to go to work until such a time that my account is unfrozen. It then became clear to me that I have no choice but to close my account, lodge a complaint with the banking ombudsman and move on to another bank.

I am shocked by all of this and how it has severely impacted my personal finances not to mention life in general. How can you send such important correspondence to the wrong number and not follow up to check if the customer received and acknowledged that there are issues?

I will go to the branch with my FICA documents, after which I will wait those 3 days and then close my account.