BAD SERVICE

I visited the branch seeking assistance after my ABSA banking app was blocked. At the time, I urgently needed to withdraw cash in order to get home. Unfortunately, I had lost both my ID and driver’s licence on my way to the mall, which I clearly explained to the staff.

I requested that alternative verification methods be used, such as security questions and fingerprint authentication, to confirm my identity as the account holder. However, I was informed that a physical ID document was strictly required and that fingerprint verification alone was not sufficient. I was also told that fingerprint identification does not prove account ownership, which I found both concerning and frustrating.

Given the circumstances, I feel that no reasonable effort was made to assist me despite my willingness to verify my identity through available means. This experience left me feeling extremely disappointed and inconvenienced, especially as I was in a vulnerable situation without access to funds.

As a result of this experience, I am seriously considering closing my account with ABSA, as I am dissatisfied with the rigidity of your verification processes and the lack of flexibility shown in assisting customers in urgent situations.