Absa do not deliver on their exceptional service promise

Worst client service ever received from Absa credit card division. After upgrading to Premium Banking credit card, which Absa offered me, I bought 3 British Airways airplane tickets on 26 November 2021. As normal the amount for the airplane tickets were deducted from my available credit card balance and place on in the "outstanding authorization" tab on my internet banking. When checking my credit card transactions I noticed that the transactions for the 3 British Airways tickets were placed against my credit card on 29 November 2021, but notice that the transaction also still appear on my "outstanding authorization" tab resulting in twice the amount being deducted from my credit card. I immediately forward an email to Absa premium banking email address explaining the issue and requesting them to correct it. I could an email back referring me to an disputes email address. It did not make sense using that email address and I again forward it to credit card email address on Absa web. Again I was referred to an authorizations email address with request of letters with British Airways letterhead, dates and other information to be provided. This is not my mistake and I am not going to contact British Airways for any letters with their letterhead. I have my airplane e-ticket with amount and date purchased that should be enough. This is an Absa fault. On Thursday morning (2 December 2021) I went to Absa at 8:30 in order to settle this issue. The lady that assisted me spent nearly half an hour trying to get hold of someone at Absa head office to help her with my enquiry, as they kept cutting the line while she was holding on the line for assistance. Finally she got hold of someone at Absa head office who informed her to forward them an email, which she has done at 9:30. She requested them to delete the transaction under "outstanding authorization" as it was a double transaction. She was informed it will be handled within the turn around time of 24 hours. Well, this is now 17:24 on 3 December 2021 and still no correction was made on my credit card.

Do Absa actually know what exceptional service means as they indicate it on all there communication "At Absa, we are committed to giving you exceptional service." I do not think so. Do not even think they understand the issue.

I will soon be joining all other South Africans in taking my banking somewhere else. After being an Absa client for many years this is really very disappointing.