ABSA Bank Kenilworth Branch, Cape Town - shocking service by employee, cover up by manager

ABSA Bank Kenilworth Branch, Cape Town

I spent over 2 hours at ABSA, Kenilworth on 18 June 2020 trying to resolve an app problem. 30minutes in a queue outside the building, 45 minutes inside waiting for one of the 2 people at the cashier/information helpdesks to help me. When I grew frustrated as I had been waiting from 9am and it was now 10:15 am, I approached a third assistant (I do not remember his name but he was since identified by the branch as I had taken a photo of him) who I had watched for the last fourty minutes, go to his counter, wipe it, type some things and walk away each time without helping us in the queue. I explained that the lady in line before me and I had now waited for over an hour and asked if that was the usual? He became defensive and said "well I only came now!". I explained that he had infact been around for the last 45 minutes, we had seen him. He said "Well I only came now and I will assist the next person in the queue". He said it in an aggressive and disrespectful manner. I remarked that this was very unprofessional service and went back to my place in the queue. But for 10 minutes he continued to wipe his table and type periodically. So I asked one simple question, "is there something specific that you are waiting for?" He raised his voice and said so loudly so that all the customers and staff turned towards us, "lady if you are having a bad day don't take it out on me". I said that I was just trying to figure out why he is still unable to assist. He then responded with these words, loudly again so that many people could hear, "I am done talking with you! I am finished talking to you!". I said "ok". He then obviously seemed to refuse to assist me as I was now next in line. I could see he was deliberately not assisting me now, as I had asked those questions. When Carmen became available he then assisted the next person in the queue immediately confirming my suspicions that he was now deliberately refusing to assist me. I was with Carmen for about 40-60 minutes further and as I was now already 2 hours late for work due to my 2 hours at ABSA so I could not see the manager to lodge this complaint.

I feel wronged. He could have just calmly apologised for the delays when I approached him and explained he was going to assist, but instead he became defensive. Secondly when I asked, after his further delays, if he was waiting for something specific before he helped us, he raised his voice loud enough for everyone to hear and turn towards us. He blamed my frustration at the poor service I had been receiving on me having a bad day which and took no responsibility. Further he was rude, arrogant and made me feel disrespected by saying "I am done talking with you!" so loudly. It was unprofessional and immature.

I am outraged by his behaviour towards me as a woman. After the speech made by our President I am angered at his behaviour as crimes towards women begin with treating women like he did on that day. We cannot let this go unnoticed. I will not allow it,

I want an apology from ABSA But also from this employee. What he did so publically was disgusting and he should be disciplined for this. I want to know that he will be and what form this will take. I have a photo of him, which I captured for identification purposes.

I am so disappointed in your service and wonder which customer would choose to support them.

I am have since then messaged ABSA on facebook, received a call on the day and then a call from the manager. It only served to increase my disappointment as the manager made excuses and took no responsibility. At the time of the call she had not yet spoken to the employee. The manager promised to get back to me but did not. I have followed up twice on Facebook but despite promises to revert no-one has. I have not yet received a written apology not advised as to how the branch or ABSA in general have handled this complaint.