ABSA rewards - ZERO service with people to waste your time, if you have it.

Dear ABSA Rewards Management, I am lodging a formal complaint regarding the handling of my recent query relating to the calculation of my ABSA Rewards for for SEPT 2025. Despite following your stated process and engaging multiple times with your staff, my request remains unresolved, and the manner in which it has been handled has been both unprofessional and unacceptable. On 1 October 2025, I contacted ABSA Rewards and was verified. I was advised to send an email to *** to request a breakdown of how my rewards were calculated for the specified month. I promptly did so, as instructed. A response was received, but addressed to a minor child (Baby) on 4 October 2025 on my email address, that the child is not registered on ABSA rewards, being their informed response. I phoned again to follow up. I was then told that there was no record of my prior enquiry or the email I sent or the response sent to the minor. T he agent I spoke to confirmed that the individual who had signed the original email exists within the department, but could not explain why my correspondence had been directed to someone entirely inappropriate — in fact, the reply I received was written to a minor, which is wholly unprofessional and concerning. Subsequent calls only compounded my frustration. I was repeatedly placed on hold for extended periods (over 10 minutes at one point) without resolution, only to be disconnected or told “we don’t know.” Despite having comp**** fully with the steps provided by ABSA Rewards, I have yet to receive the requested information or even an acknowledgment that my enquiry is being actioned. This experience reflects a serious lapse in internal communication, client service, and data handling standards. I request that ABSA urgently: 1. Provide a full breakdown of how my ABSA Rewards were calculated for Sept 2025. 2. Investigate and explain why my initial email was mishandled and why an inappropriate response was issued. 3. Confirm what corrective action will be taken to ensure this does not occur again. I expect a written response within 7 business days of this correspondence. Should I not receive a satisfactory resolution, I will escalate this complaint to the ABSA Ombudsman and, if necessary, the Banking Ombudsman of South Africa. Thank you for your attention to this matter. I look forward to a prompt and professional resolution.