ABSA consultants lack diligence, consideration, and professionalism

I contacted ABSA to report a discrepancy between the transactions reflected on my credit card and my actual spending. During the call, the agent I spoke to acknowledged that my concerns were valid and informed me that she would escalate the matter to the relevant department. However, while she was in the process of doing so, the call was unexpectedly disconnected.

I waited for approximately five minutes in anticipation of a call-back, as I was concerned that calling again would result in having to repeat the entire process with a different agent. Unfortunately, I did not receive any follow-up communication.

Eventually, I decided to call again and, as expected, was connected to a different consultant. I explained the situation and requested that she locate the original agent I had spoken with, as I was reluctant to start from scratch. She confirmed, after checking the system, that the initial agent was on a tea break and assured me that I would be contacted once the agent returned to her desk. Despite this reassurance, I never received a follow-up call.

Given the seriousness of the issue involving unexplained credit card activity, I find the handling of my case to be unacceptable. In my view, both agents demonstrated a lack of diligence, consideration, and professionalism. I believe this matter warrants attention, as customers dealing with potential ***** or financial irregularities deserve a prompt and reliable service experience.