Absa and it’s *********** employees

I am so disappointed at the service my grandmother was given on the 14th of March 2020 at an absa branch in Germiston. She has been a loyal client since about 1982 and has decided to close her account because the fees and charges were getting a bit too much for her.

She had requested to close her fixed deposit account and her savings account and she was advised to come back on the 14th of March. On Saturday the 14th of March, she went into the branch in Germiston with proof of her new capitec account and asked that the funds that were in her fixed deposit account get transferred to her capitec account. Instead Solly Ngcobo refused to do so and advised that she must provide a proof of residence, she then printed a bank statement and gave it to him to serve as proof of residence and he still refused and said he needs an affidavit from the police station. Now my question is that why does she need to provide an affidavit and proof of residence just to transfer her funds to an alternative account and close the existing account?

As per FICA the bank account wouldn’t have been opened if she didn’t provide a proof of residence. So I don’t know if this is Solly’s way of trying to retain her but we are not happy about this. She has every right to close an account and bank with a different bank if she wants too and the money in that account belongs to her and she can do whatever she wants with it. Instead he had the money transferred to her main absa savings account. I am beyond upset because my grandmother doesn’t know anything about these things and I don’t understand why she is being sent from pillar to post.