Bad service

Good day

I am writing this email with utter sadness on how ABSA Hatfield has treated me as a client.

On the 11th November 2021 I visited the branch to open a Late Estate Account in respect of my mother. I was welcomed by a consultant by the name of Ntsako, whom assisted with the opening of the account. All the relevant documents were given to him, he scanned and after finalizing the matter. He gave me a copy of the account proof.

Early this year, I visited ABSA Quagga centre to check if there was money that was deposited into the account hence I have informed the relebant stakeholders to send the money through to the newly opened estate account. To my suprise, the consultant informed that the account is locked due to some FICA issue. I then rushed to the Hatfield branch where I opened the account. The consultant whom was helping me is no longer working for the bank/branch. I then asked the customer services lady to direct me to a new consultant whom will be then assisting me as it would not help and fight with whomever as Ntsako is no longer working for the bank.

I was then assisted by Daniel, whom also stated that there is a FICA lock and therefore all supporting documents will need to be uploaded again on the system. Luckily I had all the information, provided it to him and he then informed me that the account shold be FICA unlocked in about 4-6 hours. This was on the 17th January 2022.

On Wednesday 19th January 2022, I received a call from a lady called Malindi. We spoke about my visit to the branch and how the service was and if there was anything that I was not satisfied about the visit to the branch. I then informed what had happened when I opened the account in November and again when i went to visit the branch on the 17th January.

She said that she works personally with the late estate accounts and she also saw a need to contact me as she can see that the account was opened on the 11th Novmeber 2021 but since to date there has not been any transactions on the account. She then said that she is going to investigate and will revert back to me before the end of business on that day. I impatiently waited, the day went by. Then cam the Thursday, I still waited and morning came and afternoon came without the call from ABSA Hatfield from either DANIEL OR MALINDI but none of them called.

Friday afternoon around 2pm I drove from Pretoria West to Hatfield as the branch telephones were not being answered. When i got there, Malindi informed me that Daniel was supposed to call me back and inform me of the status of the account. We then had a bit of a squabble myself and Daniel. By then, tempers are high and I then requested to see the manager. The manager didn't come to see me, but then informed Daniel to contact the FICA call centre and find out what the issue could be. I don't know what was said to him on the phone. After haning up, he then called his colleague to also inform me that the matte has been escalated and will be resolved in arount 4-6 hours again.

Still angry, I then informed them that I am aware that ABSA has a complaint line/centre where incapabilites of different departments of the bank can be reported to them. The gentleman whom was with Daniel then said that "I can't go and report ABSA while I am an ABSA employee and can't in noway report another ABSA employee". I didn't take this statement, however I was frustrated as all these emotions of DEATH that I am going thorugh were just coming back. I was on the verge of crying my heart out at the bank due to the fact that they're opening wounds that I had thought were on the verge of closing. I was then reminded again that the reason I am doing all these run arounds is because of the fact that my mother died and it hurts by just thinking about that.

Daniel then informed me that he has escalated the matter, he will check it again on Saturday and then provide feedback to me on Monday. He also provided his official cellphone number and also took mine.

Fast forward to Monday 24th January 2022, I waited for the call until arount 12. Then decided to contact the branch again as Daniel was not answering the offical cellphone as well as the bank telephone was also not being answere. Tried and tried and eventually got thoufgh, spoke to Daniel an he then said again that he will call me before the end of business day on the 24th.

It is now 11:09 as I am writing this email, I called the branch after calling Daniel several times and also sent him an SMS. He still has not come back to me. I called the branch and spoke to a lady by the name of Connie, whom went to Daniel to give him the phone, Daniel told Connie that he will call me back. He still has not called me back.

SO AS ABSA, what are you going to do with regards to the INCOMPETENCY of the staff at the branch as well as those people/section which is working on the FICA challenges on this long pending matter.

I hope to hear from you soon as this is the lasst resort that I have taken to ensure that this matter is long long overdue.

Kindest regards..... Clement Mareme