ACCOUNT FROZEN

To TymeBank Support,

I am writing with great disappointment regarding the freezing of my TymeBank account due to what was described as an automated trigger suspecting *****.

My account was frozen after I received a payment from Stash Liberty and subsequently made a payment of R1,900 via CashSend to my other number. At no point did I receive a call or any form of communication from TymeBank asking me to confirm whether I was the person who made this transaction. I was also not contacted before the decision was taken to freeze or close my account.

The first explanation I received was that the payments I was receiving from Liberty were reflected as a “refund,” and I was asked to explain what I had purchased before receiving such a refund. I clearly explained that Stash payouts use “refund” as their payment reference.

After I explained this, the reason was then changed and I was asked to provide proof that I was expecting those payments. I immediately cooperated and provided screenshots as evidence showing that I was indeed expecting those payments.

Despite my full cooperation and providing the requested proof, my account remains frozen. I find it very disappointing that such a serious decision was made without first communicating with me to verify the transactions or allow me to explain the situation. This has caused me unnecessary stress and embarrassment.

I kindly request that TymeBank review the evidence I have submitted and unblock my account as soon as possible. I have provided all the necessary proof in good faith.

I would also like to encourage TymeBank to conduct more thorough research and communication when dealing with transactions related to various investment platforms in order to avoid situations like this in the future, as experiences like this may unfortunately result in the loss of many customers.

I trust that this matter will be resolved urgently.

Sincerely, Khayelihle