All these bank charges and you still give a **** service to clients... Regarding Absa Complaint Case Ref No. C-***0 [ ref:_00D1r1GluM._5005qCDg57:ref ]

1. I blocked my card accidentally, entered the code incorrectly

2. Called ABSA to assist me telephonically, it is 2022 so I should be able to unblock my own card on my app in my mind, how was it done during COVID?

3. Got to a callcentre agent, told her my issue and she told me I have to go to a branch, 0 explanation why, I then told her that I am working in retail and expect ABSA to have a self service facility to cater for this, I cannot go and sit in a que at a branch waiting all day for something I could easily resolve myself.

4. Told the agent I want to speak to a manager

5. After waiting on the call for almost 10mins, I get to some random department it WAS NOT a manager waiting for me, agent didn't know who I was, what I wanted and turned out it was a complaints dept and a cold transfer done with no relaying of the situation or details to the new agent

6. At this point I was very irritated, I needed to use my card and all I wanted was some sort of valid reason by someone who actually knows what they doing to give me a decent response

7. Agent tried to help after asking if I wanted to lodge a complaint, I agreed and gave her the details, I was then asked what my expectation was and was a bit annoyed by this question, my expectation is to speak to a manager when I ask for one, not wasting my time when it is ABSA staff who can't even confirm their own processes expecting a client to figure this out themselves, really ABSA do you even audit these calls to see what your agents are up to????? I was given an expected TAT for resolution and left it at that

8. I was called a couple days later by a lady from a local branch who again told me I must come into the branch, I asked her if she checked to see if the issue is already resolved because I already went to reset my blocked card but it seems that no one at ABSA looks at clients previous interactions before calling or emailing, shouldn't that be standard obvious practice? Again, I informed her that she and the call centre must EDUCATE clients on WHY they need to go to a branch to do certain things, IT IS THE FINGERPRINT process that must be done, then again I have to ask the point of my phone having fingerprint biometric access to the app... Clearly my time was being wasted again so I proceeded to ask what about the 2nd part of my query, she did not know of any 2nd part of my query and proceeded to state the call centre only sent her 1 query, I told her that my query remains unresolved until the 2nd part of my query has been resolved and she stated the query will go back to the call centre as that was their responsiblity

9. This morning Mabel Vilakazi Generic Case Manager, decides it is time to waste my time further and proceeds to email me a similar generic response twice, so I have now received the same information 3 times but still the 2nd part to my query is unresolved, It was blatantly clear in black and white I want a manager to call me but I got 2 emails in return repeating information...

At this point I am truly gobsmacked...

Before you ask me what the 2nd query was, go and look for it yourself, I am not benefiting from my bank and interest charges, all of you are so do your job and stop wasting clients time