ABSA employees don't know how to listen

I have been kicked back to the previous responder from ABSA who didnot apply her mind to the complaint. They are clearly hopeless!

Hi Nthabi, Don’t worry, I will handle further. Thanks. Basi From: Richard Machanick <***>
Sent: Wednesday, September 9, 2020 10:50 AM
To: Nthabiseng Sibande (ZA) <***ca>
Cc: Basani Hlungwane (ZA) <***ca>; 'Philip Machanick' <***>; 'David Machanick' <***>; Anna-Marie Schoultz (ZA) <***ca>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Nthabiseng The reason I have put a second complaint into Hello Peter is that I am not happy with the response to date. No one within ABSA has looked through my issue properly. I will continue to engage social media and now the banking ombudsman until ABSA takes responsibility for the mess they have caused. Perhaps it is time for you to kick this up to someone senior. Regards Richard Machanick From: Nthabiseng Sibande (ZA) <***ca>
Sent: 09 September 2020 10:42 AM
To: Richard Machanick <***>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Dear Richard I do notice that Basani has been assigned to deal with this matter and she is one of my team members. I also took note that you have send an email to her this morning. With this said I would need to redirect it to her seeing that it is her case. Apologies for the inconvenience caused to you. Regards

Nthabiseng Sibande
Specialist Case Manager
Customer Value Management

T +***0
F +***8
E ***

Absa, Towers West, 15 Troye Street, Johannesburg, 2001, South Africa
www.absa.africa From: Richard Machanick <***>
Sent: Wednesday, September 9, 2020 10:14 AM
To: Nthabiseng Sibande (ZA) <***ca>
Subject: FW: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Nthabiseng Please see below Regards Richard Machanick From: Richard Machanick <***>
Sent: 09 September 2020 10:10 AM
To: 'Anna-Marie Schoultz (ZA)' <***ca>; 'Basani Hlungwane (ZA)' <***ca>
Cc: 'Philip Machanick' <***>; 'David Machanick' <***>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Anna-Marie Please don’t insult my intelligence. My sister was mentally challenged. We discussed her case with ABSA after my mother’s passing. The reason that we never even considered a will was that YOUR bank led us to believe that the investment we set up to provide income to care for her over and above her state disability grant made us the beneficiaries on her passing. In your first communications with me after my sister’s passing you sent me a claiming procedure based on this premise. You now conveniently ignore this FACT. Please note that I have the correspondence to prove this. Regards Richard Machanick From: Anna-Marie Schoultz (ZA) <***ca>
Sent: 09 September 2020 09:52 AM
To: Richard Machanick <***>; Basani Hlungwane (ZA) <***ca>
Cc: 'Philip Machanick' <***>; 'David Machanick' <***>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Dear Richard With all due respect, every person must have a Will. You never disclosed that there is no Will. With the experience of your mother’s passing intestate, I would have imagined that you would understand that. With kind regards Anna-Mari From: Richard Machanick <***>
Sent: Wednesday, September 9, 2020 9:39 AM
To: Anna-Marie Schoultz (ZA) <***ca>; Basani Hlungwane (ZA) <***ca>
Cc: 'Philip Machanick' <***>; 'David Machanick' <***>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Anna-Marie You asked for our account details and other documentation which I sent you on the 6th August via the local ABSA branch. This was the process which YOU – NOT ME!!!! initiated after I reported my sister’s passing to you. When YOUR story changed YOU suggested that I get it paid into an account. I cannot believe that you are acting that you don’t know about there being no will. Neither YOU or anyone else in your sad excuse for a bank at any stage since our late mother’s passing and our VOLUNTARY deferment of our rights to her estate advised us to get her a will. We are not paying legal fees to fix what is clearly ABSA’s serial bungling of this situation for the past 16 years. I am now going to take this up outside of your bank as none of you want to listen. Richard Machanick From: Anna-Marie Schoultz (ZA) <***ca>
Sent: 09 September 2020 09:13 AM
To: Richard Machanick <***>; Basani Hlungwane (ZA) <***ca>
Cc: 'Philip Machanick' <***>; 'David Machanick' <***>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Good Morning Richard I totally understand your frustration, yet I have to point out the following You asked that the income be paid into your account, at that time legislation and the processes allowed us to do that. (To pay to a third party). Subsequent to this third party payments are not allowed. You never mentioned that you do not have a Will in place for your late sister. If there was an account in her name AIMS would have paid out the proceeds into that account. As I suggested to you a couple of weeks ago, you will have to register the Estate. With kind regards Anna-Mari Schoultz From: Richard Machanick <***>
Sent: Wednesday, September 9, 2020 8:54 AM
To: Basani Hlungwane (ZA) <***ca>
Cc: gcc socialmedia (***) <***>; 'Philip Machanick' <***>; 'David Machanick' <***>; Anna-Marie Schoultz (ZA) <***ca>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Basani I don’t accept this answer. This was not was agreed with ABSA when my brothers and I deferred our claim on my late mother’s estate in 2004/5. Further we have already completed the documentation ABSA originally asked for when I informed them of my sister’s passing. I will now be referring this matter to the banking ombudsman. I will also be publishing our plight extensively on social media to highlight ABSA’s long-term bungling of this matter. I also suspect that your bank is kicking for touch as it trying to preserve its cash flow. Yours sincerely Richard Machanick From: Basani Hlungwane (ZA) <***ca>
Sent: 09 September 2020 08:38 AM
To: Richard Machanick <***>
Cc: gcc socialmedia (***) <***>
Subject: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Good morning Richard, Trust you are well. With reference to the below, please be advised that matter needs to be dealt with by our National Deceased Estate since account holder passed on. Kindly provide us with Letter of Executorship issued by the Master. Looking forward to hear from you soon. Kind regards, Basani Hlungwane Specialist Case Manager: Social Media Complaints Customer Value Management: Customer Care T +11 *** Absa, Towers West, 15 Troye Street, Johannesburg, 2001, South Africa www.absa.africa CONFIDENTIAL From: Richard Machanick <***>
Sent: Friday, September 4, 2020 12:26 PM
To: Basani Hlungwane (ZA) <***ca>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Basani Thanks for the feedback. I have sent you some of the correspondence to help your investigation in the meantime. Please let me know if you need me to send you additional information. Regards Richard From: Basani Hlungwane (ZA) <***ca>
Sent: 04 September 2020 09:51 AM
To: Richard Machanick <***>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Good morning Richard, Thank you for your email and apology for the delayed acknowledgement. We had load-shading yesterday morning till 17h00 and have quite a backlog catching up on yesterday’s files. I have received your emails and we will get back to you. Kind regards, Basani Hlungwane Specialist Case Manager: Social Media Complaints Customer Value Management: Customer Care T +11 *** Absa, Towers West, 15 Troye Street, Johannesburg, 2001, South Africa www.absa.africa CONFIDENTIAL From: Richard Machanick <***>
Sent: Friday, September 4, 2020 9:38 AM
To: Basani Hlungwane (ZA) <***ca>
Subject: RE: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ] Hi Basani Please confirm that you received the two emails I sent you yesterday. Regards Richard Machanick From: Basani Hlungwane <***>
Sent: 03 September 2020 12:53 PM
To: ***
Subject: C-***5 Hellopeter RICHARD MACHANICK ABSA - a bureaucratic mess! [ ref:_00D1r1GluM._5005J66Zjx:ref ]

Dear Richard,

Case reference number C-***5.

Thank you for bringing this matter to the attention of Absa bank. Please accept my sincere apology for the level of service you have experienced.

My name is Basani Hlungwane and I will be your dedicated contact person for this matter.

Kindly provide details of the AIMS investment in question. The ID number of your Late sister and the AIMS account number.

Upon receipt of reply, I will immediately investigate the matter for you and provide you with update or feedback by no later than end of day 11 September 2020. My contact details are as per below and please free to communicate with me should you need any further details.

I look forward to hear from you soon.


Kind regards,

Basani Hlungwane
Specialist Case Manager: Social Media Complaints
Customer Value Management: Customer Care

T +11 ***

Absa, Towers West, 15 Troye Street, Johannesburg, 2001, South Africa

www.absa.africa

CONFIDENTIAL



ABSA - a bureaucratic mess!

RM
Richard M
Written: 03 Sep 2020 at 10:04am
When my mother passed intestate in 2004 my two brothers and I decided to forgo our claim to our portions to her estate. We had a sister who was mentally challenged and institutionalised. We agreed to leave the money in an investment with AIMS (ABSA) as it was my late mother's bank. We took advice from AIMS who took the money and created an investment in our sister's name and made the three brothers beneficiaries should she predecease us. Sadly she passed away in June 2020. I contacted ABSA who referred me to Anna-Marie Schultz of AIMS. She asked for relevant documentation to close out the investment and to pay us out each a third of the current value of the investment. After prompting she told me that it would take three weeks to finalise and pay out. Well, the three weeks has come and gone and no payout. I finally managed to contact her and she tells me that there is now another document to get to get paid out expeditiously, a letter of curatorship. This has never been on the cards and it seems that AIMS will continually throw stumbling blocks in the way to avoid paying this money to its rightful recipients. ABSA's customer complaints service has yet to respond to my complaint logged with them
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| | Dear RICHARD, We refer to your complaint (C-***5). I am currently investigating your complaint and will contact you within 2-3 working days. Yours Sincerely Basani Hlungwane 113 303 031
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Another day gone and still ducking and diving by ABSA. They are very unhelpful and don't bother to help. I cannot recommend them as a bank