Bad experience

I went to one of the Absa branches on the 14th of October 2017. I needed a transaction statement for a certain period. The lady at the customer service desk simply told me that this can only be obtained if I pay R55 per month for these statements, which will amount to about R1320.00, for statements!!! I had to probe and ask if there's anything else I could do to get these statements and she nonchalantly said I must log onto internet banking and retrieve it from my archived statements. I asked if anyone could help me, she said that she was the only one at the front desk and cant help me. This was at the Epping branch in Viking Way, Cape Town. So I logged onto internet banking and was assisted later by a friendly and very helpful gentleman, Mr Elrich Cupido, who went out of his way to assist me by calling his colleagues for help and informed me to send my request to another department who might be able to give me this information.

I sent the request through the Monday and got a reply back the same day saying that they cannot assist me, cos they need confirmation from the beneficiary if they can confirm that I can get the information on my own account. So I'm not sure if my request wasn't understood in the first place seeing that I'm being sent from pillar to post or why the problem I had with my archived statements wasn't looked at as this was also mentioned to several people...

I decided to call the call centre on the 18th of October and waited on the line for 25 min and decided to cut the call. I tried again later that day and got through to David Mabiletsa after waiting for 20min. I asked if I could speak to his manager and he answered yes, instead I was put on hold for another 15 min and was actually transferred me back into the queue where I had to request to speak to the manager again. I got through to Gomotso Ma****a and I had to ask her not to put me on hold while calling her supervisor. I spoke to the supervisor Britney Kinnear where I requested my statements again and I informed her that if I can have my archived statements fixed I will gladly get it myself. She confirmed that she will send it to me by close of business. I also asked her for her contact details, but she said she don't have, so I asked for the complaints department's contact number just to find out that she gave me the contact number for a Damelin college.

On the 19th of October I got the complaints department contact details from the internet and called them and got through to Deon Milton. I asked him if I can lay my complaint and he insisted on asking me what I want. I had to stop him and say that I'm calling cos I want to explain why I'm unhappy. He asked me what I would like the outcome to be and I said that I would just like to have my statements and my archived statements on my internet banking to be fixed.

I'm so disappointed in the service and all that effort I had to go through without getting a stupid statement from my own bank account.