Account Hold

My grandmothers account has been placed on hold for over a month now. We have been calling the customer service line multiple with a case reference with regards to the issue and to this day nothing has been resolved. (They emailed saying the matter was resolved when it is in fact a lie) We have tried verifying account via links they sent (pictures including ID photos taken) and did so and still they are not resolving the matter.

We explained the difficulty for a 90 year old woman to get to a kiosk and also explained that her fingerprints have issues due to old age (there is even email proof to such dating back to 2023 as this is not the 1st time they do this to my grandmother) even home affairs would be able to corroborate the fingerprint issue with the letter they had issued back then. We are being sent from pillar to post and are resorting to finally reporting the matter to the Ombudsman because it is absolutely unjust for a 90 year old pensioner who is currently ill to be given such service when it is her money being held even though we have explained multiple times and customer agents have spoken to her over the phone to verify. I wouldn’t recommend this bank at all especially to the poor/vulnerable in our society.