ABSa

Hi Absa,

It’s really sad that it has come to this point where I feel like I don’t matter to the bank anymore.

I’ve been with Absa for over 15 years, and during that time your service was always excellent. Absa was there for me when times were tough, and I always trusted and valued that. In the past, I could walk into a branch, sit down with a consultant, and know that someone would listen and help me. Now, there’s no seating, and everything is directed to a call centre. Even when you go into a branch, the consultant still needs to phone the call centre for assistance, which is very frustrating.

It feels like the bank has lost its way when it comes to putting clients first, and that’s very disappointing for me.

I have also tried several times to set up a meeting with Absa to see how the bank can support me, but nothing has come of it. A private banker said they would call me back to arrange a meeting, but there has been no follow-up.

On top of this, I have been struggling for months to get the life cover on my credit card removed. Every time I call or speak to a consultant, I explain that I already have life cover in place. I am then told to send an email to another department and wait 30 days — but nothing ever happens. I have repeated this process several times, and the issue is still unresolved.

The only good experience I’ve had recently was at the East Rand Mall branch, where the staff gave me the best service so far. However, one positive experience cannot make up for the overall lack of proper service and client support across the bank.

After 15 years of loyalty, I expect far better. I want this resolved immediately:

Remove the life cover from my credit card.

Arrange a proper meeting with someone who can take responsibility and assist me. At this point, I'm looking for another bank