KN
Keren N
1 reviews | Active since Jun 2015
04 Jun 2025, 12:33
Absa and Authorisations problem
On 18 May 2025, I went to the Ostrich Farm in Cape Town and made a purchase for R1060. I quickly realised that the cashier had overcharged me. She reversed the payment of R1060 and did a new payment of R910. For a couple of days, I noticed the R1060 had not cleared back into my account for me to use even though it's my money. I phoned Absa on 29 May 2025 to ask them what was going on, they asked me to phone the Ostrich shop and see why the money was not released to me. I phoned the Ostrich shop, they said the R1060 had never been received into their account and that only the R910 had been received as they reversed the amount of R1060 in time. I called Absa back straight away, someone said I need to ask the Ostrich shop to send an email with a letterhead saying what happened to ***, the shop did this on Friday the 30th of May. I called Absa again this morning to ask why has the money still not cleared, someone said the person who sent the email to Absa (the Ostrich shop) should have received an email confirmation with a case number. I now had to phone the Ostrich shop again, the lady who sent the email was not available to speak to me and I am waiting for her to call me back. I just do not know why I am being penalised when it was not my fault and I was charged incorrectly and now I have to beg for my money to be released to me. Also Absa did not tell me anything about getting a case number as I would've checked with the Ostrich shop straight away. Nobody seems to be willing to help me get my money back.
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Replies (4)0
Replies (4)
Absa's replyOfficial
05 Jun 2025, 09:39Dear Keren, Thank you for bringing this unfortunate matter to my attention, and please accept my sincere apologies for the inconvenience. Your case reference number is C-***6. I will review the matter and provide you with an expected timeframe for further feedback. Kind regards,Basani HlungwaneAbsa Bank Ltd
Best regards,
Absa's reply05 Jun 2025, 09:39
Official
Dear Keren, Thank you for bringing this unfortunate matter to my attention, and please accept my sincere apologies for the inconvenience. Your case reference number is C-***6. I will review the matter and provide you with an expected timeframe for further feedback. Kind regards,Basani HlungwaneAbsa Bank Ltd
Best regards,
Absa's replyOfficial
05 Jun 2025, 09:40Dear Keren, We value your concerns and advise that the bank is not permitted to cancel a pending authorisation in your account without a letter from the merchant confirming the cancellation of the transaction. Alternatively, you can provide the supporting documents (declined receipt/unsuccessful receipt). We await your reply.
Best regards,
Absa's reply05 Jun 2025, 09:40
Official
Dear Keren, We value your concerns and advise that the bank is not permitted to cancel a pending authorisation in your account without a letter from the merchant confirming the cancellation of the transaction. Alternatively, you can provide the supporting documents (declined receipt/unsuccessful receipt). We await your reply.
Best regards,
Absa's replyOfficial
10 Jun 2025, 13:17Dear Keren, Thank you for the below. However, this is not sufficient for Absa to assist further. Kindly request the merchant to provide you with a letter that confirms that the transaction must be released. The attached slips only confirm approved payments, nothing else. As previously mentioned, the bank is not permitted to cancel a pending authorisation in your account without a letter from the merchant confirming the cancellation of the transaction. Alternatively, you can provide the supporting documents (declined receipt/unsuccessful receipt). Our office is extending the case to 13/06/2025 while awaiting the correct instruction. Thank you.
Best regards,
Absa's reply10 Jun 2025, 13:17
Official
Dear Keren, Thank you for the below. However, this is not sufficient for Absa to assist further. Kindly request the merchant to provide you with a letter that confirms that the transaction must be released. The attached slips only confirm approved payments, nothing else. As previously mentioned, the bank is not permitted to cancel a pending authorisation in your account without a letter from the merchant confirming the cancellation of the transaction. Alternatively, you can provide the supporting documents (declined receipt/unsuccessful receipt). Our office is extending the case to 13/06/2025 while awaiting the correct instruction. Thank you.
Best regards,
Absa's replyOfficial
11 Jun 2025, 15:58Dear Keren, We refer to the below and note that we have not received a reply from you. We understand that you may be occupied and kindly request that, at your earliest convenience, you provide us with the letter from the merchant or a payment cancellation slip for the insurance-mandated officials to assist further. Our office will proceed to close the case if we do not hear from you by 12/06/2025 at 16h30 because we have not received sufficient information to work on the file. If you are dissatisfied with the outcome and need more help, please let us know, and we will reopen the case for further review. Once again, we extend our unconditional apology for any inconvenience this may have caused.
Best regards,
Absa's reply11 Jun 2025, 15:58
Official
Dear Keren, We refer to the below and note that we have not received a reply from you. We understand that you may be occupied and kindly request that, at your earliest convenience, you provide us with the letter from the merchant or a payment cancellation slip for the insurance-mandated officials to assist further. Our office will proceed to close the case if we do not hear from you by 12/06/2025 at 16h30 because we have not received sufficient information to work on the file. If you are dissatisfied with the outcome and need more help, please let us know, and we will reopen the case for further review. Once again, we extend our unconditional apology for any inconvenience this may have caused.
Best regards,