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Nandile M

1 reviews | Active since Mar 2023

29 Jan 2026, 04:48

ABSA ***** Case – No Assistance or Feedback for Over a Month

I am extremely disappointed with ABSA’s handling of a ***** case on my account.

My account was ****med on 23/12/2025, and I officially reported the ***** on 29/12/2025. Since then, I have never been contacted by ABSA regarding the progress of my case.

When I called the ***** department, I was told that my case had been allocated to an investigator who was on leave. I waited, but no one contacted me. I then called again and was advised that my matter would be escalated and that I should expect a call the following day — which never happened.

On 19/01/2026, I called once more and was given the same response: that the matter would be escalated and someone would contact me. To date, this has still not happened.

Today marks a full month with no assistance, no feedback, and no resolution. This level of service is unacceptable, especially for a ***** case involving my hard-earned money. The lack of communication, accountability, and urgency is deeply concerning.

I am requesting immediate intervention, proper feedback on my ***** case, and a clear timeline for resolution. Customers should not have to chase the bank repeatedly for help in such a serious matter.

I expect ABSA to treat this issue with the seriousness it deserves.

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Replies (1)
NM
Nandile M's update29 Jan 2026, 20:53
Reviewer Update
Following my initial complaint, I was contacted by Cecilia van Deventer from ABSA. Unfortunately, the call was extremely disappointing.

I was informed that ABSA will not be refunding my money and that I must either take the matter up with the merchant or approach the Ombudsman. The manner in which this was communicated was cold, dismissive, and condescending, with no empathy or accountability shown for the situation.

I would like to make it very clear that I did not make these transactions. My account was compromised, and this was reported as *****. As my bank, ABSA had a duty to safeguard my account, detect suspicious activity, and assist me promptly once ***** was reported. This did not happen.

Instead:

  • My ***** case took over a month with no feedback
  • I had to chase ABSA repeatedly for updates
  • Only after reporting on Hello Peter did I receive a call
  • I am now being told to “take it up with the merchant” for transactions I did not authorise
This is completely unacceptable. Customers should not be punished for ***** they did not commit, nor be sent from pillar to post when the bank has failed in its duty of care. I am formally requesting:
  • A proper review of my ***** case
  • A refund of the unauthorised transactions
  • Written feedback explaining how ABSA concluded that it bears no responsibility
If this matter is not resolved urgently, I will proceed with escalating it to the Banking Ombudsman, as advised — not by choice, but due to ABSA’s lack of accountability and poor service. I expect ABSA to take responsibility and resolve this matter fairly.