ABSA ***** DEPARTMENT

I would like to bring the following matters to ABSA's complaints departments attention.

Last week Friday (31 May 2019) afternoon , i had an unauthorized online international purchase go off my savings account - amount of this transaction was R605.61 - Transaction description was XPNHELP.COM ********** 5

A ***** case was opened - case # **********

First consultant i spoke to was Maria Malatsi, to which i got no satisfactory assistance from. I then requested to speak to a Manager / Team Leader in the ***** department in the hope to get better assistance. I was then put through to Ellen Malebye (team leader). She assisted me through the necessary process in sending me the declaration form to complete etc. Saturday morning i went through to ABSA branch where my card was cancelled and they issued another card. I was then contacted on Monday morning by Christa Nel (Investigator) who was assigned to my case. I explained to me how the different online payments work and the 2 types of online payments (secured & unsecured) etc. She also advise that she was able to stop the authorization on this transaction on her side and money would then reflect back into my account (which it did). Christa advised further that she would be monitoring my account closely as the merchant might try do the payment again, and if they do she will stop it on her side. She she me an sms with her contact details and advised that should i pick anything up on my account - i am to contact her immediately. Friday (07 June 2019) afternoon, another transaction went off my account again!!! This time an amount of R610.13. - Transaction description was Journal Debit XPNHELP COM 31 05 I was completely shocked - not only did this now happen again (on a friday afternoon) - but after i also received a new card! And not to mention that no notification came through either!!! I immediately contacted ABSA ***** department again, and was assisted by Boitumelo Mkahabela. Firstly, she could not even pick up this transaction on her side! And i was on the other end looking at my translations online trying to explain this!! She eventually got assistance from another colleague on her side as she also didnt know what was going on! I was then told that this was an internal debit done on ABSA's side - not an external debit!!! Furteous with this whole outcome - and that fact that it was now late on a Friday afternoon - where Christa Nel (Investigator) and the internal debit order department had already left for the day!! It is now Monday morning @ 11:05AM - and i have sent 2 emails already to all of the above mentioned people - and have not received any feedback on what is going on in my account!! I have also called Ellen, to which i was told that she will contact me back as soon as she is back at her desk - that was an hour ago!!! I am absolutely furious with the the above matter and cannot understand how a Financial Institute can allow things like this to happen on a persons account!! This is not how a bank should operate!!! Needless to say - should i not heard results on the above matter this morning - i will be cancelling both accounts with ABSA and doing my banking elsewhere!!!