DR
Dipuo R
1 reviews | Active since Feb 2018
28 Aug 2024, 13:39
ABSA Jubilee Mall
I went to ABSA Jubilee Mall to collect my documents. 1 their branch consultants do not work and are not even bothered that clients walk out without getting a service. None of the consultants have any name tags on. Their customer service is just gossip space for staff. Today they were receiving Absa Branded wind breakers and that was their sole priority. They had less than 5 customer queeing in their customer service department. But I waited for a full hour and eventually left without getting assistance. I called head office and they were not bothered by the lack of service. There is no point for this branch to occupy that working space. It is just a waste of resources.
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Replies (3)
Absa's replyOfficial
28 Aug 2024, 14:14Dear Dipuo Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details and the expected timeframe for further feedback/resolution via email. The reference number for your complaint is C-***9. Regards Russell EdwardsCustomer Value Management
Best regards,
Absa's reply28 Aug 2024, 14:14
Official
Dear Dipuo Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details and the expected timeframe for further feedback/resolution via email. The reference number for your complaint is C-***9. Regards Russell EdwardsCustomer Value Management
Best regards,
DR
Dipuo R's updateReviewer Update
31 Aug 2024, 09:58Absa responded to my query and the Branch manager called to explain or defend the poor service and apologised for the experience. According to him, he is understaffed hence the behavior. I accepted the apology and returned to the branch, this time I sat in customer service for 2 hours, long enough to start a conversation with 5 clients and none were happy. Some were returning clients like me and some claimed they had expressed dissatisfaction with the previous bank manager, but it fell on deaf ears. Because there's no improvement. We concluded that the staff is demotivated hence they are slacking this much. There was one lady " Apparently she has been the only one trying to pull her weight. (She didn't have a name tag so...). I wouldn't recommend ABSA Jubille Mall to anyone it is worse than home affairs in Marabastad. (they are disorganized) and I also understand why they are not getting more staff, they are just not delivering and they seem unbothered.
DR
Dipuo R's update31 Aug 2024, 09:58
Reviewer Update
Absa responded to my query and the Branch manager called to explain or defend the poor service and apologised for the experience. According to him, he is understaffed hence the behavior. I accepted the apology and returned to the branch, this time I sat in customer service for 2 hours, long enough to start a conversation with 5 clients and none were happy. Some were returning clients like me and some claimed they had expressed dissatisfaction with the previous bank manager, but it fell on deaf ears. Because there's no improvement. We concluded that the staff is demotivated hence they are slacking this much. There was one lady " Apparently she has been the only one trying to pull her weight. (She didn't have a name tag so...). I wouldn't recommend ABSA Jubille Mall to anyone it is worse than home affairs in Marabastad. (they are disorganized) and I also understand why they are not getting more staff, they are just not delivering and they seem unbothered.
Absa's replyOfficial
02 Sept 2024, 11:14Dear Dipuo I tried reaching you on Friday to inform you that you should go to the Branch Manager directly for the collection of your documents, but could not reach you. The behavioural matter is being addressed by our Leadership team to improve on the current service levels and thank you once again for bringing the matter to our attention. Regards Russell EdwardsCustomer Value Management
Best regards,
Absa's reply02 Sept 2024, 11:14
Official
Dear Dipuo I tried reaching you on Friday to inform you that you should go to the Branch Manager directly for the collection of your documents, but could not reach you. The behavioural matter is being addressed by our Leadership team to improve on the current service levels and thank you once again for bringing the matter to our attention. Regards Russell EdwardsCustomer Value Management
Best regards,