1 reviews | Active since Apr 2010
Standard Bank FICA Nightmare
<p>In March 2015, my Standard Bank Credit Card was frozen. This happened despite the fact that I had gone into the Standard Bank branch in Walmer Park, Port Elizabeth to carry out the FICA requirements.</p> <p>I placed a post about this issue in this forum on the 12th of March 2015.</p> <p>Two years later, déjà vu.</p> <p>On the 11th of May, I received an e-mail from Standard Bank requesting me to visit my nearest branch, for FICA requirements.</p> <p>Five days later, I drove to the Standard Bank in Burgersdorp and presented the documentation to Ms Ronel Wasserman who attended to me. Ms Wasserman was surprised to see the e-mail because, according to the system there was no requirement for me to FICA.</p> <p>I asked Ms Wasserman to sign a note which I printed on the e-mail to acknowledge that I did in fact present all the required documentation, as requested (see graphic).</p> <p>Today, I received another e-mail with an urgent reminder for me to present myself at the nearest branch for FICA requirements.</p> <p>I decided to phone the number given in the e-mail (***) to find out what was going on.</p> <p>Big mistake!</p> <p>After waiting for ten minutes calling from my cellular phone before anyone took my call, I was asked some security questions.</p> <p>Usually, as part of the security check, I am asked for my ID number, phone, home address and the like. Today for the first time I was asked questions, the answers to which I did not have in front of me.</p> <p>So, I failed the security check and the individual that I was talking to, refused to help me. Apparently you only have two chances, then it locks you out.</p> <p>So, even when you try to do the right thing with Standard Bank, you cannot win.</p> <p>I am going overseas next week.</p> <p>Hopefully my credit card will not be frozen while I am travelling.</p>
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Zeenath Hassen
Complaint Resolution Centre
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Thank you for posting your comments.
An email was sent to you requesting further details.
Awaiting your response.
Kind regards
Zeenath Hassen
Complaint Resolution Centre
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And so, it continues.
On 11-10-2017 at 14h57, I received an e-mail requesting me to visit my nearest branch to update my personal records to be FICA compliant.
On 11-10-2017 at 15h45, I sent an e-mail to the Complaint Resolutions Centre (who responded to my previous HelloPeter post above) with the following questions:
- How many times a year do you need me to go through FICA compliance?
- Which accounts do I need to FICA?
- Or is this a ****?
I did not get a direct reply.
On 16-10-2017 sometime before 10h49, Ronelle from Standard Bank's Burgersdorp branch (where I presented my documentation on 11/05/2017) left a message to say that someone from Johannesburg contacted her about my FICA issue. She did not leave me any contact details.
As soon as I got the voice message, I tried to find a number for Standard Bank in Burgersdorp. There was none and Ronelle had not left any contact details. The only number that I could find for Standard Bank was their nightmarish call centre number ***.
Eventually, after some interrogation, I was transferred to Ronelle in Burgersdorp.
Ronelle told me that the people in Johannesburg could not read the proof of residence that I handed to her on 11th May 2017.
She needs a letter from the municipality stating that I live at my address.
I told her that the only thing that I could give her was the same that I gave her in May 2017 (the original municipality utility account with my name and address).
Ronelle told me that it is fine, she sent Johannesburg an affidavit confirming that I do indeed live at the address in the utility bill.
She also assured me that it would be good for the next 3 years.
Today, 09/11/2017 at 10h53, I received another "URGENT NOTICE about your Standard Bank account" requesting me to, yes you guessed it:
"Please visit your nearest branch to update your personal details.
We at Standard Bank are committed to deliver the best possible service at all times. Part of our service commitment to you is to take necessary precautions to prevent money laundering, ***** and other financial crime as guided by the Financial Intelligence Centre Act (FICA)."
This, three and a half weeks after I was told by Ronelle that "it should be good for 3 years".
So here are another two questions:
- Is Standard Bank really this inefficient?
- Is this a joke?
And so, it continues.
On 11-10-2017 at 14h57, I received an e-mail requesting me to visit my nearest branch to update my personal records to be FICA compliant.
On 11-10-2017 at 15h45, I sent an e-mail to the Complaint Resolutions Centre (who responded to my previous HelloPeter post above) with the following questions:
- How many times a year do you need me to go through FICA compliance?
- Which accounts do I need to FICA?
- Or is this a ****?
I did not get a direct reply.
On 16-10-2017 sometime before 10h49, Ronelle from Standard Bank's Burgersdorp branch (where I presented my documentation on 11/05/2017) left a message to say that someone from Johannesburg contacted her about my FICA issue. She did not leave me any contact details.
As soon as I got the voice message, I tried to find a number for Standard Bank in Burgersdorp. There was none and Ronelle had not left any contact details. The only number that I could find for Standard Bank was their nightmarish call centre number ***.
Eventually, after some interrogation, I was transferred to Ronelle in Burgersdorp.
Ronelle told me that the people in Johannesburg could not read the proof of residence that I handed to her on 11th May 2017.
She needs a letter from the municipality stating that I live at my address.
I told her that the only thing that I could give her was the same that I gave her in May 2017 (the original municipality utility account with my name and address).
Ronelle told me that it is fine, she sent Johannesburg an affidavit confirming that I do indeed live at the address in the utility bill.
She also assured me that it would be good for the next 3 years.
Today, 09/11/2017 at 10h53, I received another "URGENT NOTICE about your Standard Bank account" requesting me to, yes you guessed it:
"Please visit your nearest branch to update your personal details.
We at Standard Bank are committed to deliver the best possible service at all times. Part of our service commitment to you is to take necessary precautions to prevent money laundering, ***** and other financial crime as guided by the Financial Intelligence Centre Act (FICA)."
This, three and a half weeks after I was told by Ronelle that "it should be good for 3 years".
So here are another two questions:
- Is Standard Bank really this inefficient?
- Is this a joke?