SHOCKING SERVICE

My partner, Des, has had a TymeBank account since around when it first started operating. He opened his account with his green ID book and finger print. He has never had to pay anything larger than R2k per EFT until yesterday when he wanted to pay the rent. Could not update the app to increase the limit, so it said we must visit a kiosk. The firs kiosk at Greenstone Pick 'n Pay Hyper there was a technical issue with the kiosk, so they told us to go to Sportscene where it got to the fingerprint stage, pressed his right thumb, nothing. redid 3 times and not acknowledging. They told us to phone the "toll-free" number - not free from a cellphone. So the first call I hung on for 10 mins only to run out of airtime. 2nd time I rang, another 10 minutes, no call-back option, just hang on. I eventually got hold of a consultant and after about 15 minutes of questions to verify the owner (who is hard of hearing but I could not speak on his behalf), the consultant told us in order to verify his fingerprints and to access HIS money, he needs to go to Home Affairs. When he asked to speak to her superior, he was told to hold and then told they will call him. Instead of a phone call, he gets and email with this message "Good day, Please take this to home affairs" with a biometric request form attached. No "Dear Mr Botha" no apology nothing! Shocking! You can't even change your limits on the app. Who's money is this? Not yours TymeBank, if you have a problem with green ID books you should have not opened the account for him in the first place. Disgusting service and treatment of our senior citizens. He asked for assistance just to pay the rent and it was "you must be verified first" but what were all the questions for? Just to waste time? I had to ask for assistance from a family member to pay the rent. Now, another factor - we could not even transfer R2k via normal EFT only R1k via immediate EFT! You have to jump through hoops to get access to your own money. We are taking every penny out of TymeBank, closing the account and moving to Capitec. Thank you for nothing, TymeBank. The email, for your information, came from Matshediso Makoena. Let's hope she'll get some training in basic etiquette.