SC
Sudeshen C
1 reviews | Active since Jun 2011
15 Apr 2026, 16:16
ABSA process needs to be enhanced
I received sms notification informing me that a *****ulent transaction was refunded to my credit card account. However the service fee for the international *****ulent transaction was not (R25). When I queried this with the ***** division I was told to take this up with General inquiries. There isn’t a clear menu option for this, so I selected Product - Credit card and that call never got answered. Note I was in the Centurion Lifestyle Branch collecting my replacement card and making these calls. The local staff too couldn’t help.
1. I cannot see why the service fee cannot be credited as part of the one investigation. Why must I dispute this? 2. Also it is frustrating being referred to another ABSA department. When the sms had the ***** division?
Helpful (0)
Replies (3)0
Replies (3)
Absa's replyOfficial
15 Apr 2026, 18:19Dear Customer Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. Your reference number is C-***0. I will review and provide you with my specific contact details as well as an expected time frame for further updates/ feedback via email or by contacting you telephonically during the day. I am looking forward to being of service to you. Kind regards Nthabiseng Sibande Customer Value Management Absa Bank Ltd
Best regards,
Absa's reply15 Apr 2026, 18:19
Official
Dear Customer Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. Your reference number is C-***0. I will review and provide you with my specific contact details as well as an expected time frame for further updates/ feedback via email or by contacting you telephonically during the day. I am looking forward to being of service to you. Kind regards Nthabiseng Sibande Customer Value Management Absa Bank Ltd
Best regards,
SC
Sudeshen C's updateReviewer Update
19 Apr 2026, 11:54Good day.
I want to acknowledge Nthabiseng Sibande from Customer Value Management. She took ownership, investigated, and within 48 hours the outstanding fee was refunded. She communicated clearly and did exactly what she committed to—thank you, Nthabiseng.
My only concern: this should have been resolved end-to-end during the initial ***** investigation. Customers shouldn’t need to chase residual charges linked to the same incident or navigate internal handoffs.
Credit where it’s due on the recovery—but there’s an opportunity to tighten the process upfront.
Regards
ABSA customer from 1986
I want to acknowledge Nthabiseng Sibande from Customer Value Management. She took ownership, investigated, and within 48 hours the outstanding fee was refunded. She communicated clearly and did exactly what she committed to—thank you, Nthabiseng.
My only concern: this should have been resolved end-to-end during the initial ***** investigation. Customers shouldn’t need to chase residual charges linked to the same incident or navigate internal handoffs.
Credit where it’s due on the recovery—but there’s an opportunity to tighten the process upfront.
Regards
ABSA customer from 1986
SC
Sudeshen C's update19 Apr 2026, 11:54
Reviewer Update
Good day.
I want to acknowledge Nthabiseng Sibande from Customer Value Management. She took ownership, investigated, and within 48 hours the outstanding fee was refunded. She communicated clearly and did exactly what she committed to—thank you, Nthabiseng.
My only concern: this should have been resolved end-to-end during the initial ***** investigation. Customers shouldn’t need to chase residual charges linked to the same incident or navigate internal handoffs.
Credit where it’s due on the recovery—but there’s an opportunity to tighten the process upfront.
Regards
ABSA customer from 1986
I want to acknowledge Nthabiseng Sibande from Customer Value Management. She took ownership, investigated, and within 48 hours the outstanding fee was refunded. She communicated clearly and did exactly what she committed to—thank you, Nthabiseng.
My only concern: this should have been resolved end-to-end during the initial ***** investigation. Customers shouldn’t need to chase residual charges linked to the same incident or navigate internal handoffs.
Credit where it’s due on the recovery—but there’s an opportunity to tighten the process upfront.
Regards
ABSA customer from 1986
Absa's replyOfficial
20 Apr 2026, 12:12Dear Client It is indeed pleasing to receive complimentary remarks about the staff that has given quality service to clients. I wish to take this opportunity to thank you for the time and effort to bring this to my attention.
Kind regards
Nthabiseng Sibande
Customer Value Management
Absa Bank Ltd
Kind regards
Nthabiseng Sibande
Customer Value Management
Absa Bank Ltd
Best regards,
Absa's reply20 Apr 2026, 12:12
Official
Dear Client It is indeed pleasing to receive complimentary remarks about the staff that has given quality service to clients. I wish to take this opportunity to thank you for the time and effort to bring this to my attention.
Kind regards
Nthabiseng Sibande
Customer Value Management
Absa Bank Ltd
Kind regards
Nthabiseng Sibande
Customer Value Management
Absa Bank Ltd
Best regards,