ABSAlutely no client service or respect to clients - Lifestyle Centurion

On the 15th of May I had visited the Absa Lifestyle branch in Centurion to collect my renewed card and change my surname on their system for them to have my correct details.

The previous two times I was there I was informed by the lady who assisted me that I need to bring my ID and proof of residence to change my surname. As this did not quite tally up in my mind I also took my marriage certificate as this will reflect my new surname. (to add, I have done exactly the same process with my other bank and this was all sorted in less than 15 min)

45 min later I was finally assisted by a different lady and she had asked me for a different set of documents and insisted that I provide my ID with my new surname on... I informed her that I don't have a new ID as yet and that the lady next to her had informed me two times previously on the documents which I have now brought with. The other lady argued that she wouldn't have given me the incorrect details and implying that I was lying which I did not appreciate. I requested to see the manager to clear this up. Several minutes later the manager came out and I had explained that the previous two times of being there I confirmed which documents I needed to bring with and that I was frustrated to have to again wait 45 minutes and heavily pregnant at the time to just be told I had the wrong documents. He then proceeded to tell me that the details on their system would only change once home affairs has changed it on their side??? I was flabbergasted at his response as these details have been correct for years on the home affairs side and the marriage certificate would suffice in the event that one has not obtained the amended ID as yet. The staff who were involved have no client relation skills on how to assist and ratify these types of situations. The manager had no regard of personal space and was in my face which I did not appreciate. How is it possible that the client facing staff are so rude and do not provide you with the correct information the first time? This could easily have been sorted out and instead they blame the client and had an aggressive approach to the situation.

The renewed card which I also went to collect on the same day was a premium banking card which was only supposed to be a normal gold acc. card. When I asked why I received a premium banking card I was told that the gold account cards were probably out of stock and hence they gave me a premium banking card. I queried the fees on this new card and was assured that I would still be paying my normal banking fees and not the premium rate.

When I got home I was frustrated at the horrible experience I had and proceeded to contact ABSA Action line to lay a complaint. I was given a reference number, and the lady who assisted me was very helpful, however no one even bothered to contact me to resolve the matter which I find ridiculous given that it is the portal to lay down your complaints/concerns and to have action taken accordingly to resolve the matter.

I am truely disappointed in ABSA and that this is the treatment that loyal customers get after decades of banking with them.