Frustrated loyal customer

Having been a loyal customer of Standard Bank for years, i am really concerned about their level of service recently.

I do understand that compliance is important in any business set up but with Standard Bank it feels like their FICA compliance is only designed for me, and only me is their target.

I complained about my account being frozen around 05 November with complaint reference number ***0 and ***6.I explained my situation that I am currently out of the country and I was advised to do video authentication of my ID which I really appreciated Wadia M.A. for initiating this on 11 November.On 12 November 2024 Gumbi S. from The Glen Branch confirmed via email that my account was regularised and can be used and I bless her for that.On 21 January 2025 I got an email from Melissa dispora documents department confirming that all my documents had been uploaded in their system.Since then I have been using my account with no issues.

21 February as usual I did an international payment to myself and today 24 February I received a call to the effect that I should visit the nearest branch with documents again.At that time my funds are not cleared and that money is needed to buy electricity for my household in South Africa.Standard Bank, what is really wrong with your systems and operations?