Shockingly terrible Service!

On the 22nd of June, I transferred money from my Tymebank a to a different bank. Shortly after, I got an SMS that my account had been blocked. I called on the day with no luck. I called again on the 23rd where I was eventually told to visit a Tymebank kiosk. I went to a mall nearby and none of the kiosks worked (I tried PnP, Exact, Boxer, Sports enemy and all while on the phone with Tymebank, running around the mall using my own airtime). Thus I was informed I could not be assisted.

I then thought to change the cellphone number linked to my account, I did this at a PnP Kiosk in Promenade, on the 1st of July. When I asked the "ambassador" for assistance, she told me to cancel what I was doing on screen, which made no sense and I showed her the status on my account and she basically just dismissed me!

I have tried to contact Tymebank on several occasions since, including this morning and I am always placed on long holds (+30 minutes) until my airtime finishes. And no one ever calls me back. The whatsapp line is useless. I am very frustrated!

On the 14th of July: I got off the phone with one of their agents and still zero help so now that meant I needed to, for the 3rd time TRAVEL (using my own money) to find a kiosk that worked and then I NEEDED TO CALL them yet again (using my own airtime, for the umpteenth time) in order to have a status removed from my account, when I've been passing the verification questions and everything else I've been asked on the calls with their agents. This is ridiculous! I am busy to always be running around trying to sort out something that is not even my fault! Hence I chose to save with a digital bank, where I would transact only on my phone! This has gotten on my last nerve! How else can I be helped because I need to use my money and I will not be able to get to a kiosk at least until next week because I don't have money to buy airtime to call and wait for 30 minutes for your agents to answer or for me to go find a working kiosk.

On the 21st of July: I visited a Tymebank kiosk, where I stood there for about an hour, no ambassador assistef and the line kept getting cut so guess whose airtime was being wasted!?

I tried several times thereafter to get assistance from various kiosks!

On the 26th of August, I visited the kiosk at the Pick n Pay in Promenade (Mitchell’s Plain), where I was successfully identified by an ambassador at the kiosk while on the phone with an agent, who informed me they had submitted a request to have the status removed from my account and that this would take 24-48 hours. I received an SMS and email, confirming this. This afternoon (28 August), I receive a phone call requesting that I go back to a kiosk. To be identified at a kiosk successfully, which is exactly what I did on Saturday. What nonsense is this? I am definitely closing this account as soon as this mess has been sorted out and definitely reporting this to Ombudsman!

I need my account sorted out so I can transfer my money!