ABSA Bank problem resolution

I have been an Absa customer since the start, first with Trust bank and then Absa following the amalgamation, - with Moneybuilder, Investor plus and Transact accounts, and also a fixed deposit.

I have had a totally frustrating experience with Absa leading to this complaint. On Monday 4th July 2018, I transferred R450 000 from my Inv.Plus a/c to my Transact a/c.

At 11h00 I tried to pay R430 000 to a beneficiary via online banking from my Transact a/c, I went thru the steps, but was informed the Xaction was unsuccessful,and asked to phone the ***** line ***. I also received an SMS informing me the same. I tried via my cell phone but found my App was blocked.

I phoned the ***** line but after a wait of +- 30min I decided to go into the Absa Greenstone branch to resolve. I arrived at the bank at +- 12h30, saw a consultant (Judith Poo), who also phoned the ***** line. It was finally answered after +- 25min, she gave me the phone, I was asked my details and summarily told to wait. After another 30min wait, Judith Poo answered, and was told to provide ID verification to the ***** dept, which she did immediately, and was again put on hold. I asked Judith to get the name of the ***** dept. person for my records. After 30min the ***** dept. came back to say all has been rectified. The name of the ***** dept. person was Kaylin Coverdale – no. ABKC150

At 14h15, while still in the bank, I successfully logged onto the Absa cell banking App, but found I still could not transfer the funds. I then asked to speak to the bank manager Regan Brown, who agreed with me that the ***** unit had sufficient information on my profile, also length of time I had been with Absa, etc to make this frustration unwarranted.

At 14h25 Celia Vd Berg then assisted me by logging me on via her computer to see if the transfer could be done online. It was again unsuccessful. At 14h35 she tried the transfer at the Absa ATM, still with no success.

At this stage-14h40 Judith Poo again assisted me by logging on via her computer and investigating the matter further on her PC, still with no success.

At 15h00 after various discussions between Celia VdBerg and Judith Poo, Celia again assisted by contacting the ***** dept. for help. (I was not privy to these conversations but I believe she spoke to Jerome ? and Fengikhulile Buthelezi – ABSB 923, for assistance.)

15h15 Celia again asked me to try the transfer via my cell, again unsuccessful and yet again I was told to wait while Celia and the ***** dept. investigated.

At 15h30 I was again informed by a colleague of Celia that they were still trying to resolve. At +- 16h00, Celia again called me in and we spoke to Fengikhulile. We again went thru the ID verification process, and was again asked to try the transfer. Finally at 16h05 I managed to transfer the funds to the beneficiary. (Why was another verification required.?)

In short, It took from 12h30 to 16h00 (3 1/2 hrs) to resolve my problem with the ***** Dept. I fully agree on stringent security measures but I believe this was excessive, uncalled for, unprofessional and someone did not perform as required.

I would like an answer from Absa as the how and why this incident occurred. Is it normal for a person to spend the whole afternoon to resolve security issues, surely Absa has systems in place to make this user friendly. I have transferred much larger funds at other banks where I have been for a lot shorter time with absolutely no problems at all.