ABSA - N1 CITY BRANCH - PATHETIC SERVICE

Yesterday, I visited the N1 City Branch of ABSA to collect my debit card, arriving at 13:30 and departing at 15:30. During my two-hour wait in the customer service queue, I observed that out of five counters, initially only two were staffed. At around 14:00, a third agent joined, increasing the number of open counters to three. Upon my arrival, there were already about ten customers waiting. Over the course of my wait, the third agent, who appeared to have returned from a break, assisted two customers. The agent on the left managed to serve five or six people, while the agent in the middle spent nearly the entire time, one hour and forty-five minutes, with a single customer before leaving at just past 15:00.

By the time I was attended to, the customer queue had returned to its original size, with roughly ten people waiting and only two agents available. Fortunately, a consultant approached me, inquired about my visit, and upon learning I was there to pick up my debit card, directed me to a booth. She took my ID, and within five minutes, I had my card. Five minutes later, I was finished.

Reflecting on the service, I found it to be disappointing. My relationship with ABSA dates back to the 1990s, following the merger with Volkskas. However, I had already initiated the process of transferring my mortgage, savings, and credit card accounts to Capitec about three months ago. After yesterday's experience, I am even more hopeful that it will be my last visit to an ABSA branch, particularly the N1 City Branch.

I have been approached by ABSA numerous times to join their Private Bank, but on principle, I refused. My stance is based on the belief that why should I have to pay for a service that all ABSA customers should receive by default?