Absa locked my money

Dear Absa Customer Service / Complaints Department, I am writing to formally lodge a serious complaint regarding a PayShap payment I received on Saturday, 15 August 2026. I expected to receive the full amount. Instead, only R370 reflected in my account and R596 was missing. When I contacted Absa, I was told that Clientele had taken the money. This raises serious concerns: Why were funds from an incoming PayShap payment locked or withheld before any Clientele deduction was processed? My debit orders (including any Clientele arrangement) are scheduled only for the end of the month. Why was money taken or reserved mid-month from this specific incoming payment? I require a clear explanation of the exact sequence of events, the authorisation used, and confirmation of whether Absa and Clientele coordinated on this deduction. I was subsequently told that I must wait five days before Absa can assist me. This is completely unacceptable. I need answers and resolution immediately, not after an arbitrary delay. In addition, when I contacted your Debit Orders Customer Service, the agent (a lady whose name I unfortunately did not note) was extremely rude. Her attitude and manner of speaking were unacceptable and unprofessional. Treating a customer who is already frustrated about missing funds in this way is completely out of order and reflects very poorly on Absa. Please provide, within 24–48 hours: A full transaction history and breakdown of the PayShap payment and any related deductions or holds on 15 August 2026 Confirmation of the legal and contractual basis for locking or deducting the R596 Immediate reversal or release of the missing funds if the deduction was unauthorised or premature Written confirmation of the steps Absa is taking to resolve this An explanation and apology regarding the rude behaviour of the Debit Orders agent I expect a prompt, substantive response. Continued delays, vague explanations, or further poor service will leave me no option but to escalate this matter to the Ombudsman for Banking Services and relevant regulators. Account details and reference numbers can be provided upon request. I look forward to your urgent attention to this complaint.