Alleged Racial ************** – Absa Plettenberg Bay Branch

Complaint: I am lodging this complaint anonymously due to concerns about possible repercussions. A family member visited the Absa Plettenberg Bay branch to request a replacement bank card. She arrived first and waited to be assisted. While she was still waiting, another customer who arrived approximately 30 minutes later was called forward ahead of her by a staff member named Nobisa. The staff member addressed the other customer with the words, “Come, Sissy, I’ll help you,” and proceeded to assist her, while my family member was left standing without explanation or acknowledgement. This complaint is not about who was helped, but about unequal treatment, language, tone, and exclusion without justification. In South Africa’s context, this kind of selective fami****ity and service cannot be dismissed lightly. After leaving the branch, my family member returned and took a photograph of the staff member involved. Only after this did the staff member immediately stand up and ask, “Oh, did you need a new card?” — suddenly offering assistance that had previously been denied. The sudden change in behaviour raises serious concerns and left my family member feeling humiliated and discriminated against. This experience is completely inconsistent with Absa’s public commitments to equality, dignity, and fair treatment. I am requesting that Absa investigate this incident and ensure that customers are assisted in order of arrival and without bias at this branch.