ABSA can do a lot better

I feel incredibly frustrated to have reached the level of annoyance that compelled me to submit a complaint review of ABSA, and then they added salt to the wound by responding without addressing any of the issues that I raised! I complained on Hello Peter that neither their Call Centre nor their branch staff seemed to be aware of procedures regarding "Visa Letters" . I had previously obtained one without difficulty from the Call Centre in June 2017. I very urgently required the letter, explained the situation to the Call Centre and was assured it would be forthcoming (easily verified as I believe calls are recorded). It was only that evening (after the 3rd desperate phone call) that I was told that I needed to obtain it from my branch (my daughter was already in flight). The next day I went to the branch and I found that the branch staff were bemused by my request! My points included that all staff seemed poorly trained in this "new" protocol and personal attention to an urgent request was seriously lacking. ABSA's staff, Donald Leeuw and Vanessa Crowe could only respond to my complaint by telling me what I already know - that the letter needs to be obtained from the branch?! Nothing about the fact that many ABSA staff seem to be unaware of this or that zero effort was made to deal with an urgent situation. As I said to them, it would be some consolation if I could feel that my bad experience could lead to better service to their customers in the future but I am left with the conviction that nothing will change.