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Helen B

1 reviews | Active since Sept 2017

22 Apr 2020, 11:24

ABSA & 3D-SECURE THREATEN ME WITH THE CORONA VIRUS

I have been trying for a week, since 15/4/20, to make a payment to Takealot (where I am a long-standing customer) with my Absa credit card (a Mastercard.) I cannot do so since 3D Secure does not send me my One Time Password , despite my repeated efforts to obtain it. Over the last week, I have spoken to about 8 different people at the 3D Secure Call centre about this problem. They all give different advice ( ranging from asking me to contact Takealot, to asking me to contact MTN, to saying there was a 'pinhold' on my card, to saying the network is down in my area.) None of this has solved the problem. Since I am a pensioner, with an underlying respiratory disease, I feel as if Absa/3d Secure, by blocking me from making online purchases with my credit card, is forcing me to engage with potentially life-threatening alternative ways of shopping.

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Replies (2)
Absa
Absa's reply22 Apr 2020, 12:14
Official
Dear Helen  Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology . I will review and provide you with my specific contact details as well as your unique complaint reference number, and an expected timeframe for further feedback/resolution via email or making contact with you telephonically    Kind regards,

Lebogang Mashiane Group Customer Care 
HB
Helen B's update25 Apr 2020, 08:49
Reviewer Update
Lebogang was quick to respond to my Hellopeter complaint - but not so quick to do anything about it. At 3.40pm on 24/4, she informed me that 'feedback will be provided by 29 April 2020 as the 3D Secure department is busy with the matter.' That is, 2 weeks after the problem first arose, I would receive feedback.

I have, however, already had several responses from the 3D department (including 'Shibu', 'Phuthi' and 'Kehan.' ) These include:
1) Complain to Takealot.
2) Complain to MTN.
3) Wait for the network in my area to be restored
4) Get a new cellphone
5) Activate a new creditcard (Visa not Mastercard)
6) Wait until the matter is escalated.

None of these have solved the URGENT problem of how I can shop safely for groceries. By failing to allow me to use my credit card for online purchases, as normal, Absa and 3D Secure continue to expose me to life-threatening shopping experiences.