STANDARD BANK REFUSED TO PROCESS MY PAYMENTS,AND BECAUSE OF THIS ALL MY DEBIT ORDERS DUE TO GO OFF ON THE 1ST HAVE BEEN REJECTED. SHOCKING SERVICE. I WANT MY BANK CHARGES BACK

<p>I have been a customer of Standard Bank since 2013/2014. My husband is a non resident and gets paid in foreign currency which goes into a standard bank non resident account. We have no problems until this month MARCH 2017. Every month I submit an "applicaton to sell forex and an application to buy forex" I am unemployed, a student with 4 children, and my husbands salary that he earns overseas is used to pay for our monthly expenses, rent, activities adn university fees. I submitted my form to buy forex. It was a Friday 17th in the afternoon. I expected to have it by Monday but because Tuesday was holiday I was fine with Wednesday. However nothing was processed so I emailed Landen at Clearwater Branch. He was not in, so I ended up sending an email to Mduduzi and Jabulile on the 22 March, Wednesday. Jabulile only responded on the 23rd at 17:20 thatshe received my email and had sent a request to the relevant dept. I sent her another email on the 24th, and she rep**** on that day at 16:50 that they also dont know the reson why the payment has not been authorised but that they had received feedback from the CFC dept which of which a screenshot was posted. The screenshot showed "ACCOUNT BLOCKED DUE TO KYC NOT BEING IN ORDER. CUSTOMER MUST SEND EMAIL TO ********** <p>I rep**** to Jabulile asking her what KYC and in the meantime sent an email to the email address telling them that i received a message to email and asked them what was KYC. That was Friday 24th March, one week after my submission. Nobody rep**** to me that day. On Saturday 25 March, i received an email fro Jabulile telling me that KYC was FICA (PROOF OF ADDRESS). I then rep**** to her that my husband and I went into the branch at Simmonds Street late October last year (2016) and update his fica as we had received an email request to do so. I asked her how often was it necessary to do Fica. No response.</p> <p> </p> <p>So on Monday the 27th morning ,first thing I went into CLEARWATER branch and waited to speak to Jabulile. She informed me that she had told the dept that FICA was updated by us in Simmonds Street and she was waiting for a response. She also said that she gave the KYC dept my contacts and asked me if anybody got back to me. I told her nobody had called me. I then gave her my main pmt request, the application to sell foreign currency form which i do every month around this time as it takes max 2 days and its always in time for my month end payments. Jabulile said she would submit this form to them as well and hopefully payment will be made. For the whole day on Monday besides emails that she sent to that dept, nobody came back to me.</p> <p> </p> <p>Tuesday the 28th, I went back to the bank to speak to Jabulile.She told me that she had sent email and tried getting hold of the relevant people but they were in meetings and was waiting for them to get back to her. She also said they requested some form be completed, but this form looked as if it was for a company and not for an individual. She said the KYC dept was insistign that the form be completed. WHen she asked them what the form was about, they said they didnt know but that it needed to be completed by the EXECUTIVE MANAGEMENT.She said she told them once again that the CFC account was not for a company but an individual adn adfter speaking to many people they were insisting that th form be filled and that there was nothing they could do. I left the bank in utter frustration because it seemed that the KYC dept did not actually know what they wanted from me. . Later i received an email from Jabulile requesting my proof of address. I sent her a copy of my lease agreement and heard nothing back. She also requested late that evening my husband passport numberThis after spending hours at the clearwater branch hoping for a solution</p> <p> </p> <p>Wednesday 29th, i went to the bank and was told by Jabulile that she has sent countless emails and spent time on the phone but nothing is coming through . The KYC dept had told her that the account was closed because there was no rand account. They also said they had no passport numbers on his account which i was absolutely confused about. How was the account opened without a passport when the passport was the only form of proof of identity, being that my husband was not a south african. I was extremly frustrated at this point because nobody needed a rand account when the account was opened., and we had transacted on this account without a rand account for 3 yrs and only now they decide to freeze my account. The kYC DEPT had never contacted me. never queried anything like this prior. And during all this time never responded to JABUliles calls. </p> <p>I was absolutely shattered at the prospect of not being able pay my aco****. Many of which are held by standardbank, like my insurances. Seems nobody could help even though Jabulile said she had regional management copied on the emails. </p> <p> </p> <p>Thursday, Jabulile request i send a copy of my husbands passport and his residence permit of which i did. Later i went into the branch and sat almost all day while Jabulile tried to speak to the relevant dept. After all that they still insisted that form( that was meant for company be completed) so when i left the branch that day Jabulile said she was sending them all those forms even though it had no relevance.</p> <p>She showed me, she had the form, the proof of addres, the passport copies andpermit and resent to them hoping that by Friday my account would be debited as we satisfied all their requests.</p> <p> </p> <p>Friday morning i went to the branch and sat there for hours again while Jabulile tried to get them to release the account. I gave here numbers and contacts I had and she tried everybody. The lady who did our FICA update at Simmonds Street was contacted too. And at the end of the day at 5pm Jabulile cam to tell me that KYC dept said they would update the account but it takes 24 hrs to process so the pmts would only be approved at midday on Monday afternoon (3 April)</p> <p> </p> <p>I walked out of the branch that day, totally defeated and burst out into tears as I just could not beleive what i was put through for 2 weeks for absolutely nothing and no fault of my owns</p> <p> </p> <p>We updated our fica in October 2016</p> <p>We transacted on that account for 3 yrs prior no problems</p> <p>When requested we provided all the information they wanted but still i was left on Friday knowing that all my debit orders would be rejected and that I would have a minus balance on my account.</p> <p> </p> <p>I had to borrow money to pay my helper and my tutor. My rent is not paid. My account were all rejectd, Medical aid, Telkom and insurances. Everything!! And as I write this I still do not have my money and actually dont know when I will.</p> <p> </p> <p>I want an investigation into what transpired in the pass 2 weeks with onen of your depts.</p> <p>I want my debit order charges to be reversed. Its R2000-R3000. I want somebody to contact me.</p> <p> </p> <p>Or after all this I will take my business to another bank. I actually cannot believe this is where im at. I am trying to build up a credit profile so that we can buy a house through standard bank this year, and this is how you did me. </p> <p> </p> <p>Contact me or I will be forced to go to the Ombudsman for help. This was very unfair. I have nothing to lose!</p> <p> </p> <p> </p> <p> </p> <p> </p> <p> </p>