ABSA INCOMPETENCE: CANNOT RENEW CREDIT CARD

My mother is 87 years old and holds an account with ABSA. Several months ago, she received an SMS instructing her to renew her credit card via the app. When we attempted this, the app would not allow us to complete the process. We visited the branch for assistance — only to be told, again, to use the app. Staff at the branch tried themselves and were equally unable to place the card order.

We were advised to return in a few months, which we did. On our second visit to the Bracken City branch, no cards were available for my mother. Staff then phoned the credit card division's helpline on our behalf. After waiting 30 minutes, they gave up and the call went nowhere.

At every step — the app, the branch, and the helpline — we have hit a dead end trying to do something as routine as replacing an expiring credit card.

We are at our wit's end. My mother, Lois Carol Wessels, is 87. She cannot manage without a functioning card, and she should not have to. If ABSA is unable to resolve this promptly, we will have no choice but to transfer her account to a bank that can handle basic customer service needs.