Bad service

Dear madam/Sir

Reference to our telephone conversation with the team leader yesterday. Who promise to come back to me after the understand the situation which tymebank put me in. I was supposed to part of the the burial of my brother today in venda. I am unemployed. The family member deposit R1500 to tymebank through my cell phone ***. I didn't have petrol to go to pick and pay. I borrowed money to go to pick and pay for withdrawal. On my arrivals all cashiers didn't have enough funds. I was Requested to come afternoon as most of the people's use card. When I was about to leave the entrance to go to Hyperama at atterbery. I was approached by a lady to open a tymebank account. It doesn't waste ttime.I agree. I had a card. I then drove to Atterbury hyperama pick and pay. I gave them the Vouchers. It says the money was withdrawn from the same Vouchers. I was confused as I didn't withdraw the money. I was seen as a person taking chances by cashiers. It was so embarrassing in front of the customers. I phone family member and doesn't have any knowledge of cancellation. I was referred to the lady's dealing with the tymebank machine to check. We spent more than two hours phoning the customer care. Without any assistance. On my message I received on my tymebank account have R1527.we assume that the money was transferred to the account as I had now the account open on the other shop. We tried to use card to withdraw ;it decline until 17H57 it declined .I spoke the team leader yesterday who promised me that she taking the matter to the relevant department she will revert back to me as she understands the urgency. She never came back until I left the hyperama after 18H00 yesterday. I received SMS Requesting me to phone compla back and only email address on the message that I must phone back. No phone number only emails.

Today I started phoning from 08h00 without any assistance;until after 09h30 when I get hold of Yolanda Jacob's. I explained to her Again what happened yesterday and today. She promised me that she is going to escalate to the relevant person as she see that the money was blocked but no reason provided. She really came back to me with the report back. She is just a messenger. But the report doesn't make sense. Tymebank have my email address;telephone number. But the failed me. I failed to be part of the family member attend the burial of my blood brother because of the professional negligence of the bank. Jacob's she was told that I must respond to the message and provide my ID number. That requests is not there on the message.

I now want explanation from the CEO and the chairman why I can't have a press conference (media briefing)

Hoping for you're urgent response

Kindly regards

TSHAMUNWE Herry Masindi *** Dear Mr Masindi,

Our sincerest apologies for the inconvenience caused. As South Africa’s first fully digital bank, we strive to keep our account opening process as simple and quick as possible. Sometimes though, we need to ask a bit more information to make sure the information we’ve collected meets our legal obligations. This is part of our normal operating procedure, to ensure that we protect our customers.

We need to ask a question about something that is called “Source of Wealth”, in order to lift the block from your account. As alluded to above, this is required by local legislation and we are unfortunately not able to activate your account until we’ve obtained this information from you. As soon as we have it, your account will be activated and you should be ready to go.

When you opened your account, you indicated what type of income will be used to fund your transactional account on a monthly basis with TymeBank. We call this “the customers