Absa’s Customer Care in the Corona Virus Crisis

As a ‘dear valued customer’ of Absa, I always get a request to give feedback about my experiences at a branch of Absa. Today, 23 April 2020. Absa N1City. At 14.59 I was denied entrance to the bank. Staff leaving the bank all showed me the sign in the window about the ‘new hours of business’. I was astonished as it was not yet 15:00 sharp when I got to the door. I knocked. A lady came said bank closed. She turned her back on me. I knocked again and signalled ‘manager’. She came out. Same reaction. By that time, 10 minutes later, I was in unnecessary social contact with more people than needed. Had I been let into the bank at 15:00, my transaction would have been completed in a short time and no social contact would have been necessary Why Explaining to me the new banking hours (displayed in the window) for 10 minutes, if the command is STAY AT HOME? I have not been out in over a month. I am a senior with a lung condition. I risked my own health today and those of the people I was in contact with because I had to go to the bank. The ‘manager’ in fact told me yes I will have to come back, when I explained the risk I took. Just like that. STAY AT HOME means nothing to the staff of Absa Why as a ‘dear valued customer’ was I not informed via email or sms about the new hours? Why showing me a sign in the window, if people must stay at home? Especially people in my category I will keep this experience on record as I am sure when all is back to normal many surveys will be done to ask about our retail experiences in this crisis. Absa will again keep up their reputation as the bank who cares the least about their customers. Even now while we have to adapt in this crisis. And show some concern and sensitivity.