Re account [protected]. Since January 2018 I have been in email contact with both the JHB-TFD and the Banking teams via email. We needed to update our bank mandate as there had been a change in authorised personnel within our company. We have provided all the required documents as requested. This took some time as one company director is based in the UK and the other in China. We have been drip fed the requirements so that so far this process has taken five months and we still do not have the ability to access our account or make payments. After complaining about the process, the time it was taking and that many of my emails were ignored, I was then told that all of the documents needed to be originals, and notorized. If this is policy it is fine, but why were we not told this at the beginning. Our online bank token expired last year and I have repeatedly requested that a new one be issued and requested that in the mean time to have statements emailed to us. I have not received any statements and we have not had access to our account since November 2017. This is totally unacceptable. The BOC in Manchester explained that the token could be sent to them and our director could go to the Manchester branch to sign for the token. Is it policy to ignore customer emails? I requested again the bank statements on 26/04/18, no reply, resent it on 08/05/18, still no reply, resent today. My email dated 08/02/18 is another that clearly shows that I have sent in a request and had no reply to two previous emails. We just want to have our account updated and accessible. Your help would be much appreciated.