Absa’s Response Fails to Address Unauthorized Upgrade and Distress Caused

I have been a loyal Absa client for 13 years, but my recent experience has left me questioning whether my business is valued.

On 23/08, I agreed to a credit card upgrade. On 26/08, when I called to follow up, I was informed that there was no record of the upgrade on my account. This was concerning enough that I lodged a complaint (Ref: C-***5) and specifically instructed that the upgrade not go ahead until the matter was clarified.

Despite this, my account was upgraded against my instructions. Only after raising the issue again was it reverted back to original status. However, I now have a Premium Credit Card with a Gold Credit Account, which is inconsistent and unresolved.

I have sent a detailed email to *** on 03/09, but as of today (04/09), I have not received a proper response. Instead, I continue receiving sales calls from Absa, which adds to the frustration.

This has been a shocking and disappointing experience. I expect Absa to investigate properly, explain how this happened, and resolve it in full. A simple downgrade and apology are not enough when my instructions were blatantly ignored and the distress this has caused me.

Complaint Ref: C-***5