absa had failed me again

Dear Sir/Madam,

I am writing to express my serious dissatisfaction with the service I received at the ABSA Galleria branch on 22 December 2025.

I visited the branch because my bank card suddenly stopped working, despite being in good condition. This is now the third card issue I have experienced with ABSA within two years, which is unacceptable. I take good care of my cards and did not damage this card in any way.

I was assisted by a consultant named Tracey, whose service was extremely poor. When I tried to explain that the card had failed on its own, I was not listened to and was instead told that I would still be required to pay for a replacement card. I strongly disagree with this decision, as the fault was not caused by me.

To make matters worse, the consultant was unprofessional and unfocused, spending time talking about matters unrelated to my issue instead of addressing my concern properly. This made the experience frustrating and left me feeling disrespected as a customer.

I also wish to point out that I have a Nedbank card that is over four years old and still works perfectly, which raises concerns about the quality of ABSA cards and why customers are expected to pay repeatedly for card failures beyond their control.

I am not happy with the service I received, nor am I satisfied with being charged for a replacement card under these circumstances. I request that this matter be reviewed urgently and that the card replacement fee be waived or refunded, along with feedback on how this issue will be addressed.

I expect ABSA to take this complaint seriously and respond accordingly.