POOR SERVICE: TYME BANK ***** DEPARTMENT

On 4th August 2024, we tried to open an account on the TymeBank mobile app. To our astonishment, the app indicated that my wife already has an account. She never tried o open an acount with TymeBank before. (The 1st step to open an account is by typing in your ID number). It was at this stage that the app indicated that the ID number is already in use.

I opt for the "Forgot password" option and when it indicated that the password was sent we immediately saw that the message to reset the password was sent to a cellphone number that we are not fami**** with.

On 5th August we contacted Tymebank ***** division and indicated to them the problem we experience. They then told us that someone stole my wife's identity. We need to report it asap with an e-mail to ********. In this e-mail a copy of her certified ID as well as a copy of a certified affidavit should be included together with a SAPS Case number. That was done on 6th August and the e-mail was sent to them as requested. They indicated to us that it will take a week to investigate this issue and have my wife's ID removed from their system. Only thereafter she will be able to open an account.

Since then we tried to follow up by sending e-mails because when trying to phone them it takes ages for them to answer the phone and when you are put through to the ***** department no one cares to answer the phone.

Tymebank does not even respond to any of the e-mails that was sent. Only on 13 August we received an automated response from Tymebank to confirm that our e-mail was received with ref number I-***

As for now, my wife still cannot open a TymeBank account due to the fact that her ****** ID number still appears on their system. It was supposedly to take only a week for them to clear the issue and remove her ****** ID number.