ABSA Bank Irene / Monument Park - savings account not closed and being used for a *****ulent / unathorised debit order

In March 2024 I received an SMS to say a debit order had been unsuccessful on my account. I immediately logged in on the APP and did not see any transaction had gone through or been declined. I went back to the SMS and saw it said "savings account". I went back to the APP and clicked on "savings account" and it showed the transaction. I called the ***** department and they said they could not help me and I must call tomorrow between 08:00 - 17:00 as it was a debit order. I called Vodacom in the morning and they did not answer at all. I called the Bank and spoke to a Lady advising her that I did not have a Vodacom account and as far as I knew my Savings account was closed when I opened a cheque account. The Lady told me to go to a Branch. Later that day I went to Vodacom and they told me to go to the Police Station, do an Affidavit and go to the Bank to advise them of the transaction. I took leave, went to the Police Station and went off to ABSA Bank Irene. They told me to go to Monument Park ABSA as only a Teller can close an account. Off I go to ABSA Monument Park and they tell me I owe R1 500.00 in administrative costs to close my account. I asked for the Manager and she told me that I must go back to ABSA Irene as they should have informed me of the fee. I told her that they sent me to her branch and as far as I know the account should have been closed when I opened the cheque account. She called the Manager from Irene and he was going to call me back later that day or the next day. The next day - no call. I called both branches over and over and eventually ABSA Monument park called me to say the Manager from ABSA Irene will call me. The Manager from ABSA Irene called me back and said they would investigate why my account was not closed when I opened the cheque account. My Husband and I closed our savings and opened cheque accounts on the same day at the same branch. My husbands cheque account was merged with the savings account, same account number but different benefits and no issue. My account has remained open and is now being used for a *****ulent Vodacom account.

I advised the Branch Manager from Irene that the NCA and CPA does not allow the charging of administration fees on zero balance accounts. I receive a statement each month (which yes I should have queried however it is always on zero with no fees being accrued or charged) and this is evidence of the zero balance / charge. I closed a credit card in 2021 and was advised that the account was closed however it would remain on the APP as zero as it was a "virtual card".

I have been a loyal ABSA client since 2007. I have several accounts including a homeloan and cannot believe the level of apathy.

The debit order happened on 11 March 2024, I visited the Branches on 14 March 2024, the phone call took place on 15 March 2024 and I was to be called back on 19 March 2024 with the outcome of the investigation. However on the 02 April 2024 I have no feedback, no apology about the debit order being done without a vericheck and no update as to why the savings account was not closed. I am not impressed at all and hope that I shall get feedback via this platform.

Thank you,

Barbara