********* business practice

<p>The lack of a relevant response to my query on Facebook forces me to post here, where it may actually receive some consideration:<br />My original message and post questioned what I am required to take with me to renew my debit card, since this information is not available anywhere. Neither your website nor product documentation mention a debit card renewal at all. Incidentally, I should NOT have to resort to social media to find out vital information. The answer, it transpires, is my ID, proof of residence, and R130 to pay for the replacement card. <br />When I asked why this information can't be included in the SMS warning me of impending expiry, or why it isn't available on your website, the response was deafening silence.<br />When I asked how you expect someone to take leave, pay for transport, queue. then do it all again when they discover they didn't have the information they need because it isn't actually available, the response was more deafening silence.<br />When I asked for clarity on the points below, I was asked for information on which branch I visited, my ID and contact details, despite it being abundantly clear I have not yet visited a branch (see points above re complete lack of information), and that my query is more general than my specific circumstances, ie my ID and contact numbers are irrelevant here. I am asking for a coherent, considered response on a general issue that affects all your clients, not just me.<br />So kindly confirm the following:<br />1. You have implemented a policy whereby debit cards expire, and you charge a hefty fee for a replacement.<br />2. If the card expires, I assume it stops working. I assume this means anything associated with that card also stops working ie I can't withdraw cash, transact at an ATM, or use Internet Banking. Fundamentally, you will disable my ability to do any banking at all, regardless of the monthly fees I currently pay for that service.<br />3. This means that in exchange for those monthly fees, I will get nothing, unless I pay a FURTHER fee to renew/replace my debit card. This further fee is not mentioned in any of the agreements I have with you, nor in your product documentation, nor on your website (I tried several searches that all returned zero results).<br />Your General Terms and Conditions say "If you lose your Card, you must pay for a new one". There is NOTHING about paying to renew a card. Product documentation and general terms alike specifically state that customers will be informed of any changes (which has not happened when it comes to this fee).<br />The General Terms and Conditions also states that fee information is available in pricing brochures, however, all that your product documentation (and I downloaded the documentation for several of your account types to check) lists in this regard is a line item for "debit card replacement" - there is nothing to suggest a mandatory fee payable when a debit card expires.<br />So please either explain to me how it is ethical (or even legal) to charge a fee for something the customer has no control over (and cannot decline nor consent to), which contradicts your published terms and conditions, and non-payment of which directly prejudices the customer by disabling the services FOR WHICH THE CUSTOMER IS ALREADY PAYING, AND WILL BE EXPECTED TO CONTINUE TO PAY EVEN WHEN YOU HAVE DISABLED THEM</p>