ABSA has still not allocated airtime purchased Wednesday 28 November in spite of customer following up

ABSA ref C-***4

re Vodacom airtime R 110 (one hundred and ten rands) paid for on ABSA app on Wed 28 Nov 2019. Still not allocated by ABSA as at 10 December.

Several of ABSA's customers report similar. ABSA was soon aware that they had not allocated airtime, data etc to several customers who had paid, but did not notify me/customers. Is it not possible for ABSA to see on their system who has paid but not been allocated? (Were there customers in emergency situations, not able to phone for help?)

It consequently cost much time trying to sort out with Vodacom on Thursday 29 November. Numerous calls to several valid numbers: holding etc while waiting for someone to answer. But connection seemed to ?fail (cut) each time while connecting to consultant's side. Eventually managed to communicate online. Helpful, communicated with intervals between, investigated, eventually found the problem was not Vodacom's.

So it it cost considerable additional time, and airtime, on Friday 30 November trying to phone ABSA (holding etc). Eventually spoke to a consultant, who assisted with her part of the process, including confirming and noting relevant information, and gave me the reference number:

ABSA ref C-***4

But airtime not received. Cost more time continuing to follow up.

Received an email form ABSA replying to online communication. Made an exception re emails supposedly from bank, and opened it. Nice tone, but requesting the same information. Rep**** politely that they already have the info, which they do.

Airtime has still not been received. Costing more time continuing to follow up.

I'm a longstanding client of ABSA (+ predecessor/s) and Vodacom. I'm proudly, optimistically South African, and believe in the goodness and awesome potential of the overwhelming majority of all people who are in this country. Certainly not cynical or negative - it is extremely unusual for me to complain.

Both companies have many great employees, who try to assist, but have to follow company protocol, as determined by the decision-makers. Over the years I've listened to numerous carefully worded 'there-is-no-point-in-asking' type company policy scripts from by various consultants, when seeking terms that seem reasonable and fair.

The companies' adverts and social media appear to portray that each endeavour to add value. But the impact of excessive charges, and not compensating customers for time and money spent trying to be allocated what they have paid for, extends, ripple effect, to many people. Do those who decide and implement relevant company policy and practice realise, or care about, the impact of their choices on many lives? ABSA doesn't even give me interest on my transmission/savings account. But charges for everything, even making money off me with their 'rewards programme'.

Vodacom's charges are being highlighted in the media (even when informed that I have 'free' benefits I hesitate to use them, having read numerous concerns that there are in fact costs/catches).

1. When will the R110 airtime I paid for be allocated?

2. How will ABSA compensate affected customers for the time and money this is costing them, and the implications?

Please allocate the airtime immediately. ABSA has relevant information: ref C-***4