ABSA Internet Banking *****

On Sunday the 12th of August 2018, my mother was the victim of internet banking ***** on her ABSA account. (Case ref: ASZA-1 ********** 1)

At 10:56am an unauthorised device was somehow linked to her internet banking profile without her consent. She only received an SMS notification informing her that a new device had been linked.

At 10:57, R50 000 was transferred from her credit card account to her cheque account. Once again, an SMS notification was received in this regard.

At 10:58, an amount of R21 000 was paid via EFT to an unknown benificiary out of her cheque account. This beneficiary was also an ABSA account.

At 10:58 my mother had already gotten on the phone to report the ***** and by 10:59 her internet banking profile was suspended.

We reported the case to the police and proceeded to complete all the documentation to claim back the lost amount of R21 000.00 through the ABSA ***** department. We provided both the police and ABSA with time-stamped screenshots of all notifications received with regards to the ********** transactions.

4 whole weeks later we receive a letter from ABSA stating that they have recovered a measly R719.99 out of the R21 000.00 that had been ******. They are also claiming that a SureCheck verification was sent to my mother's phone enabling the ********** transactions, making my mother out to be the ********. This verification was NEVER received as evidenced by the time-stamped notifications we provided.

This is utterly unacceptable.

ABSA is also yet to provide us with the details of the account holder the money was transferred to in order to at least further the case with the police as ABSA is clearly not willing to assist.

Also, my mother reported the ********** transactions mere minutes after they occured - why was this transaction not reversed or blocked from clearing? Surely because it was an ABSA to ABSA transaction they have some sort of power in this regard? The same applies with regards to the recovery of the ****** money - you have the account holder's details - surely there is more you can do? Also, surely a company like yourself has some sort of insurance for instances like this?

We have been with ABSA for over 20 years and will surely be moving our entire family's banking due to this poor service and victimization of their clients by making them out to be the ********* and refusing to provide any information regarding the case.