SL
Sonja L
1 reviews | Active since Jun 2022
01 Jun 2022, 14:54
ABSA unable to help my clients receive DebiCheck responses
I use DebiCheck for many clients. They have accounts at most of the popular banks. The Debicheck system works well, but recently more of my ABSA clients are experiencing problems responding to the DebiCheck prompt. They did not previously have problems. I have twice been to an ABSA branch and spoken to senior consultants, but they acknowledge they do not know much about DebiCheck. Is there anyone at ABSA who does know DebiCheck well, and could help me solve my client's problem? Note that I have begun advising my clients to close their ABSA account and move to another bank. Of course they would prefer not to have to go through that schlep. I look forward to a helpful response.
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Replies (9)0
Replies (9)
Absa's replyOfficial
01 Jun 2022, 17:11Dear Sonja Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number for your complaint is C-***1. Kind regards,Vanessa CroweGroup Customer Care
Absa's reply01 Jun 2022, 17:11
Official
Dear Sonja Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically. The reference number for your complaint is C-***1. Kind regards,Vanessa CroweGroup Customer Care
SL
Sonja L's updateReviewer Update
07 Jun 2022, 12:27 The response looked very promising intially. I was phoned by Mpho who tried to help and we agreed that he would accept my call when the problem crops up again so that he is able to investigate. He gave me what he said was a direct line, but despite trying many times every day, the number remains engaged. Mpho - please call me again urgently. Thank you.
SL
Sonja L's update07 Jun 2022, 12:27
Reviewer Update
The response looked very promising intially. I was phoned by Mpho who tried to help and we agreed that he would accept my call when the problem crops up again so that he is able to investigate. He gave me what he said was a direct line, but despite trying many times every day, the number remains engaged. Mpho - please call me again urgently. Thank you.
SL
Sonja L's updateReviewer Update
07 Jun 2022, 13:07Two of my clients have told me they will be leaving ABSA and moving their account to another bank. It is ONLY ABSA that is unable to process debichecks reliably.
If ABSA is unable to deal reliably with Debicheck, I don't blame them. I continue to suggest to my clients that they change bank. It is probably not that ABSA debichecks regularly do not work - the big problem is that I cannot find anyone in ABSA who really knows how to deal with debichecks.
Instead of my clients responding that they accept the loan, I receive an 'Expired' message. Debichecks used to work with these clients but recently have started with this problem. Some of them have gone to the bank themselves without any positive results.
If ABSA is unable to deal reliably with Debicheck, I don't blame them. I continue to suggest to my clients that they change bank. It is probably not that ABSA debichecks regularly do not work - the big problem is that I cannot find anyone in ABSA who really knows how to deal with debichecks.
Instead of my clients responding that they accept the loan, I receive an 'Expired' message. Debichecks used to work with these clients but recently have started with this problem. Some of them have gone to the bank themselves without any positive results.
SL
Sonja L's update07 Jun 2022, 13:07
Reviewer Update
Two of my clients have told me they will be leaving ABSA and moving their account to another bank. It is ONLY ABSA that is unable to process debichecks reliably.
If ABSA is unable to deal reliably with Debicheck, I don't blame them. I continue to suggest to my clients that they change bank. It is probably not that ABSA debichecks regularly do not work - the big problem is that I cannot find anyone in ABSA who really knows how to deal with debichecks.
Instead of my clients responding that they accept the loan, I receive an 'Expired' message. Debichecks used to work with these clients but recently have started with this problem. Some of them have gone to the bank themselves without any positive results.
If ABSA is unable to deal reliably with Debicheck, I don't blame them. I continue to suggest to my clients that they change bank. It is probably not that ABSA debichecks regularly do not work - the big problem is that I cannot find anyone in ABSA who really knows how to deal with debichecks.
Instead of my clients responding that they accept the loan, I receive an 'Expired' message. Debichecks used to work with these clients but recently have started with this problem. Some of them have gone to the bank themselves without any positive results.
Absa's replyOfficial
07 Jun 2022, 13:13 Dear Sonja Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I have reopened case C-***1 and will request further assistance. Kind regards,Vanessa CroweGroup Customer Care
Absa's reply07 Jun 2022, 13:13
Official
Dear Sonja Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology. I have reopened case C-***1 and will request further assistance. Kind regards,Vanessa CroweGroup Customer Care
SL
Sonja L's updateReviewer Update
07 Jun 2022, 16:09Mpho phoned me this afternoon and spent quite some time doing tests with one of my clients. We hope that the proposed workaround will be effective. Thank you Mpho.
SL
Sonja L's update07 Jun 2022, 16:09
Reviewer Update
Mpho phoned me this afternoon and spent quite some time doing tests with one of my clients. We hope that the proposed workaround will be effective. Thank you Mpho.
SL
Sonja L's updateReviewer Update
08 Jun 2022, 12:47Hi ABSA - I tested the workaround proposed by Mpho.
All my clients from all banks except these 7 ABSA account holders, are able to respond to the DebiCheck authorisation on their phones in real time - that as, within a minute or so of them receiving the authorisation request. The workaround proposed by Mpho requires that the client has to travel to an ATM and provide the authorisation via the terminal before 8pm on the same day - instead of simply responding on the phone. This might require that the client has the added expense of taxiing to and from an ATM. At best, this solution is a 10% solution.
What ABSA needs to do is investigate THOROUGHLY why the real time option for some of its clients does NOT work. This IS a problem for me and for my 7 clients. It will become a problem for ABSA when those clients start moving their accounts to other banks who do have the competence to deal with problems that might arise.
All my clients from all banks except these 7 ABSA account holders, are able to respond to the DebiCheck authorisation on their phones in real time - that as, within a minute or so of them receiving the authorisation request. The workaround proposed by Mpho requires that the client has to travel to an ATM and provide the authorisation via the terminal before 8pm on the same day - instead of simply responding on the phone. This might require that the client has the added expense of taxiing to and from an ATM. At best, this solution is a 10% solution.
What ABSA needs to do is investigate THOROUGHLY why the real time option for some of its clients does NOT work. This IS a problem for me and for my 7 clients. It will become a problem for ABSA when those clients start moving their accounts to other banks who do have the competence to deal with problems that might arise.
SL
Sonja L's update08 Jun 2022, 12:47
Reviewer Update
Hi ABSA - I tested the workaround proposed by Mpho.
All my clients from all banks except these 7 ABSA account holders, are able to respond to the DebiCheck authorisation on their phones in real time - that as, within a minute or so of them receiving the authorisation request. The workaround proposed by Mpho requires that the client has to travel to an ATM and provide the authorisation via the terminal before 8pm on the same day - instead of simply responding on the phone. This might require that the client has the added expense of taxiing to and from an ATM. At best, this solution is a 10% solution.
What ABSA needs to do is investigate THOROUGHLY why the real time option for some of its clients does NOT work. This IS a problem for me and for my 7 clients. It will become a problem for ABSA when those clients start moving their accounts to other banks who do have the competence to deal with problems that might arise.
All my clients from all banks except these 7 ABSA account holders, are able to respond to the DebiCheck authorisation on their phones in real time - that as, within a minute or so of them receiving the authorisation request. The workaround proposed by Mpho requires that the client has to travel to an ATM and provide the authorisation via the terminal before 8pm on the same day - instead of simply responding on the phone. This might require that the client has the added expense of taxiing to and from an ATM. At best, this solution is a 10% solution.
What ABSA needs to do is investigate THOROUGHLY why the real time option for some of its clients does NOT work. This IS a problem for me and for my 7 clients. It will become a problem for ABSA when those clients start moving their accounts to other banks who do have the competence to deal with problems that might arise.
Absa's replyOfficial
08 Jun 2022, 13:24Dear Sonja Thank you for bringing this to our attention. I will advise Mpho of your further comments. Kind regards,Vanessa CroweGroup Customer Care
Absa's reply08 Jun 2022, 13:24
Official
Dear Sonja Thank you for bringing this to our attention. I will advise Mpho of your further comments. Kind regards,Vanessa CroweGroup Customer Care
SL
Sonja L's updateReviewer Update
09 Jun 2022, 13:04While I wait for a response from Mpho, I have tried to find out what the procedure is at the ATM for responding to a Debicheck. (One of my clients managed to get it right.)
I found this link to a video at www.absa.co.za › help › absa-online-banking-help which is descibed like this " Click Next; Enter your ATM card number and PIN Click Next; Select the account to be ... Click Submit; Check your DebiChe ...".
But a search for the word 'debicheck' is not found at that page. I have searched the ABSA website and only found one reference to debicheck in connection with an ATM, and it only says a debicheck can be approved at an ATM, but does not explain how.
This method of approving a debicheck at an ATM is no good in the long term. A client yesterday went to an ATM to do an approval, but the queue was so long that he left.
There must be a way to fix the bug in your system. Hope you can find the bug.
I found this link to a video at www.absa.co.za › help › absa-online-banking-help which is descibed like this " Click Next; Enter your ATM card number and PIN Click Next; Select the account to be ... Click Submit; Check your DebiChe ...".
But a search for the word 'debicheck' is not found at that page. I have searched the ABSA website and only found one reference to debicheck in connection with an ATM, and it only says a debicheck can be approved at an ATM, but does not explain how.
This method of approving a debicheck at an ATM is no good in the long term. A client yesterday went to an ATM to do an approval, but the queue was so long that he left.
There must be a way to fix the bug in your system. Hope you can find the bug.
SL
Sonja L's update09 Jun 2022, 13:04
Reviewer Update
While I wait for a response from Mpho, I have tried to find out what the procedure is at the ATM for responding to a Debicheck. (One of my clients managed to get it right.)
I found this link to a video at www.absa.co.za › help › absa-online-banking-help which is descibed like this " Click Next; Enter your ATM card number and PIN Click Next; Select the account to be ... Click Submit; Check your DebiChe ...".
But a search for the word 'debicheck' is not found at that page. I have searched the ABSA website and only found one reference to debicheck in connection with an ATM, and it only says a debicheck can be approved at an ATM, but does not explain how.
This method of approving a debicheck at an ATM is no good in the long term. A client yesterday went to an ATM to do an approval, but the queue was so long that he left.
There must be a way to fix the bug in your system. Hope you can find the bug.
I found this link to a video at www.absa.co.za › help › absa-online-banking-help which is descibed like this " Click Next; Enter your ATM card number and PIN Click Next; Select the account to be ... Click Submit; Check your DebiChe ...".
But a search for the word 'debicheck' is not found at that page. I have searched the ABSA website and only found one reference to debicheck in connection with an ATM, and it only says a debicheck can be approved at an ATM, but does not explain how.
This method of approving a debicheck at an ATM is no good in the long term. A client yesterday went to an ATM to do an approval, but the queue was so long that he left.
There must be a way to fix the bug in your system. Hope you can find the bug.
Absa's replyOfficial
09 Jun 2022, 14:03Dear Sonja I have sent an email to Mpho and await his response. I will then email you as discussed Kind regards,Vanessa CroweGroup Customer Care
Absa's reply09 Jun 2022, 14:03
Official
Dear Sonja I have sent an email to Mpho and await his response. I will then email you as discussed Kind regards,Vanessa CroweGroup Customer Care