Further update (this one’s investor oriented hence posting it here)
Received call from senior management, they took in the profile level details to determine whether things are genuine in nature, shared their observations within the team that takes care of account freeze.
A few hours later, received another call and they shared that they are working on getting the freeze taken off and additionally posting in some reward points as a way to compensate for the inconvenience.
The responsiveness was quite appealing, usually banks have their set timelines, and its almost naive to expect such involving concerns to be addressed on a banking holiday.
Hopefully, the team works on designing process such that going forward this does not happen again and if it does, I hope others share their feedback publicly so we are informed as investors.
As an investor (and ofcourse as a customer too), I am happy that the management seems genuinely concerned with customer experience so much so that during the fast moving / heavy-workload time of quarterly results (expected to be announced later this evening) they took time to address a concern which might as well have pushed to the following Monday (given today is not a working day - 4th Saturday).
PS: The person whom I spoke with follows ValuePickr forum.