Appalling and traumatising customer service

<p>In reference Absa Tlhabane Branch</p> <p>On even date 11/05/2017 my bereaved Aunt and I visited your branch for further assistance pertaining to the burial of my late uncle Monegi Ntutu Sam with ID 530 ********** 082 (who is having 4 accounts with your bank, 2 of them investment accounts)</p> <p>A loss of a loved ones remains a natural trauma and as humans though we lack understanding thereof we find solace and comfort from our fellow beings. <br />We were no different when our Uncle suddenly departed.</p> <p>As he was sole account holder in your records we had to approach the Courts for required assistance. I have to say the Estate office was very helpful and supportive.</p> <p>I am disappointed and still feel humiliated in the sense that I cannot utter the same words for the lack of assistance I got from your personnel.</p> <p>Please take note I deliberately awaited a period of rest since the incident so that my complaint cannot be deemed emotional.</p> <p>We got to the Branch and were assisted by a very patient and friendly lady Audrey Motsweding. It however became evident in transacting that she had to ask for assistance as she was not authorised to do certain transactions..</p> <p>The lady who was asked for help by Audrey was Rienie Madonsela.</p> <p>Rienie's approach and attitude was beyond question and below service standards, so appalling and totally not reflecting Absa's mission and vision statements. I saw no tomorrow.</p> <p>Rienie made very insensitive remarks towards us.</p> <p>She told us we will not be assisted due to the branch Manager attending a workshop and that we must come the next day (Friday). We questioned why there was no one else to authorise our transaction in the absence of the branch manager or if we could be referred to a branch where we could be assisted. Rienie then further elaborated that all branch Managers in Rustenburg were attending the same meeting and that we must just come back the next day.</p> <p>At that point I got very frustrated and upset, I requested to be put through to the branch Manager as they were speaking to him over the phone. I made it very clear that I was not leaving the branch until I get assisted. It was impossible that the bank can stop to function simply because one person is attending the meeting. I requested them to ask the Manager to come through as clearly that was a dysfunctional branch and there was no one with authority to assist customers only Rienie who's authority was to agitate customers.</p> <p>Rienie instead shouted at us for not coming on Monday if we needed assistance that Thursday (my uncle had not passed on then) <br />- we were told to forget about getting money for the funeral<br />- the Manager Mr Raseloma was in a meeting and will not leave his meeting for us to come and authorise our application<br />- we are naive to think we will get money for the tombstone too, even if he was at the branch only money for the funeral would be authorised.</p> <p>Please note we were not asking for a loan and God bless was our first experience to attempt withdrawal from deceased account.</p> <p>Rienie made our personal matter so public that my Aunt was reduced to tears. She just kept lashing out at us clearly enjoying that she had the upper hand. This was in full view of other customers who were in the branch, in an open plan desk environment.</p> <p>When I insisted to be put through to the Head office I was denied that too. Rienie then instructed us (not a request) to go to Rustenburg branch and suddenly all the Managers were having a meeting there so it will be easy to ask anyone to assist us. This was said in a very condescending manner, at that point I knew she was just trying to dismiss us, she had forgotten she told us no one in Rustenburg would be able to assist us, that all Managers were attending the same meeting.</p> <p>I then requested Audrey to call the branch Manager again and inform him that we will not be leaving the branch until someone authorised our transaction. After all that drama finally the manager was called and remotely authorised what Rienie deemed to be due to us.</p> <p>I cannot begin to note here how we felt. I have worked as an Executive Manager in a Customer Relations industry and for the passed 28 years I have never been reduced to tears like that. It even just breaks ones heart more in that the visit was death related. Only part of the money stated in the letter of authority from the estate office was authorised. We were informed we will have to come back after the burial for the tombstone. Not only did Rienie and Robert Raseloma overrule the Court Estate office Manager's decision, my uncle's wish to have his tombstone erected on the day of burial was also denied.</p> <p>I am a FNB client and I am of firm belief that their service would have far exceeded my positive expectations. It is never about why you are there but that you are FIRST a client.</p> <p>I am of the question as to what training Rienie received? What managerial training Robert received? I am left with a very bitter taste due to both Rienie and Robert's insensitivity; lack of compassion but above all how arrogant Rienie was and being a total bully seemed second nature. And by the way I forgot to mention my uncle's funeral was on Saturday and we made it very clear to Rienie when she told us to come back the next day (Friday)</p> <p>As a family we will be closing the accounts in your records, my aunt had already opened an Absa account which we closed after our ordeal. In order to see that correct measures are put in place and to avoid another family to endure the pain we suffered ...this email will be distributed through correct channels.</p> <p>I have no expectation of a resolution from the branch as to date the branch manager has not been in contact.</p> <p> </p> <p> </p> <p>Regards</p> <p>Vivian Tshubyane<br ********** /> ********** 014</p> <p> </p>