ABSA Card Division Call Centre Useless

I must agree with previous complainants that ABSA must rate as one of the worst banks in South Africa. I have been a client for over forty years and have considerable investments with this bank. My assessment is based on the recent experience I encountered. During March I contacted the card division on numerous occasions to inquire when my new card would be issued as in the past a new card would be issued long before the expiry date of the old card. I was informed that the card was with the courier company and I would receive it soon. Eventually a few days before the end of March, I again contacted the card division to be told that the card would be delivered soon to my designated bank branch and they would contact me when the card could be collected. This did not happen and I had to phone the branch to find out if my card had been delivered.

I was issued with a new credit card at the end of March 2022 as a replacement for my expired card. I was unable to make online purchases from a number of merchants for example Pick n' Pay. I immediately contacted the card division and an attempt was made to lock / unlock the card. This had no effect. Subsequently the ***** division, 3d Security were contacted. I phoned the card division on numerous occasions to inquire about any progress, referrals, etc and it seems that no records were kept regarding my previous complaints and I had to go through the complaint procedure again and again. I also went to my local branch for assistance and all their efforts were in vain. All that was done were numerous attempts to lock / unlock the card, even after I informed them that it does not work.

I demanded that my problem be elevated to a higher level. I was told that this would be done and that someone from the technical division would report back to me. This did not happen and after a time I contacted the card division again quoting the reference number I received and the problem I was experiencing. Without even referencing the reference number, I was rudely informed that the problem is caused by Pick n' Pay. I disconnected the call and phoned back again, talking to a different agent and was eventually informed that report from the technical division had been delivered to her manager and was surprised that I had not been contacted. I requested that a copy of the report be emailed to me and I copied it to PayFast, who handle the PnP online payments.

It was reported back that ABSA 3D were responsible for the rejection of the payments. I sent copies of the ABSA and PayFast reports to the card division requesting that the case be elevated. It was reported back that the 3D division would be dealing with the problem.

After a suitable period I contacted the 3D Division who had no knowledge of the case. The agent I spoke to seems to have no knowledge of the payment rejection codes , etc as when I read him the reports received and were submitted, he informed me that he could not comment on the reports as he did not have sufficient knowledge to comment. All that he could offer was again the try the lock / unlock procedure.

Out of frustration, I asked if he did not think the problem lies with the card that was issued or the account number. I was offered a replacement card with the same card number / account number and I said I did not think that this will work and was informed that a entirely new card would incur a cost of R140.

At this time I had been unable to make online purchases for almost two months. A new card was issued and I can report that I have had no problems with it so far.

I has cost me an immense amount of my time making numerous phone calls, frustration, not to mention the R140 I had to spend trying to resolve my problem.