Blaming the customer

31st August 2022

At 10h03 I received this message

Absa: The daily withdrawal limit is exceeded on debit card ending with **6751. Please logon to the Banking App to change your limit or call ***, option 4. Auth FSP/NCRCP7

Card was blocked at 10h39 inside the bank Absa: As requested, we temporarily locked your card for all transactions. Unlock it again using our Banking App. Info ***. Auth FSP/NCRCP7

31st Aug 22 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 10:21:51 If this is not you: ***Int. no +***0

Message from SAPS. SERG. M PLIKA will investigate your case GUGULETHU ref nr CAS..(..............) Unit contact details: ***. Do NOT reply to this SMS.

I was in a state, afraid that they will draw all the money and that I will be unable to pay my personal and home loans that I have with Absa. Evens after they confirm the card was blocked. Logged on details below

To block the card at 10h30 inside the Gugulethu Absa branch Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 10:30:35 If this is not you: ***Int. no +***0

Absa Debit Card: Thank you for replacing your Absa Debit Card. If you have not authorised this replacement, please contact ***immediately.

At 11h30 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 11:30:14 If this is not you: ***Int. no +***0 At 12h23 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 12:23:02 If this is not you: ***Int. no +***0 At 12h45 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 12:45:31 If this is not you: ***Int. no +***0 At 12h03 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 12:03:18 If this is not you: ***Int. no +***0 At 13h09 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-08-31 13:09:57 If this is not you: ***Int. no +***0 At 1st September 22 at 00h53 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-09-01 00:53:15 If this is not you: ***Int. no +***0 At 09h31 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-09-01 09:31:51 If this is not you: ***Int. no +***0

2nd September at 07h12 Absa: You have logged on to Banking App with acc. no. ending in 0397 On: 2022-09-02 07:12:42 If this is not you: ***Int. no +***0

1st September 2023 Absa: We acknowledge receipt of your ***** case. An investigator will contact you within 2 working days for further details. ***** Hotline *** (

After no feedback and went back to bank to get some feedback. On the ***** and the replacement card. No feedback or sms sent stating the process of the new card. The consultant checked and the card was there. After they promised me I'll get an sms to let me know my card is ready for collection.

…. I went to the Atm to change my pin. The Atm shown an error message. I went back into the bank to change the Pin. So back at the Atm it was the same. I was advise to try to use the card at Shoprite. Tried my new pin 2 times with no success. The tiller said I must try my old pin. The card was still actived with the old pin. So till the 20th my new pin was no working. I mentioned it again inside the branch. Shown them what is happening the gentleman from Absa assisted me to change the pin. It should have been activated immediately the first time

11th September 22 Absa: You have entered an incorrect PIN at 18:08 11/09/2022 on card ending in **5923. You can immediately retrieve your PIN via the Banking App or Absa online or by dialling ***and selecting option 4. If it is not you transacting, please stop your card by calling ***. Auth FSP/NCRCP7

20th September 22 Absa: You have entered an incorrect PIN at 12:29 20/09/2022 on card ending in **5923. You can immediately retrieve your PIN via the Banking App or Absa online or by dialling ***and selecting option 4. If it is not you transacting, please stop your card by calling ***. Auth FSP/NCRCP7

31st August 2022 at 10h03 money was withdrawn in adderley Street I received a messaged that I have reach my daily limit

I rushed to the closest Absa branch,which is Gugulethu, I'm in the bank at 10h20. Not willing to wait in a line. I approached a consultant which guided me to the next step.

They advised me to call the ***** department, which I did…

They did block the card. This was also done via the App they advised me to get a replacement card

Ref. Nr ***5 Consultant :Tshego ( Absa ***** hotline) I was advised to get a affidavit from the police station (Gugulethu Sapd), which I did and I opened up a case with them

All the information was sent through the same day.

Message received that someone will call me. No one called me. I had to follow up each day. Till someone called to get more information. It will take 2 days

I had to email Jimmy on the 2nd and the 12th September. Still no feedback from the ***** department.

13th September 2022

So I decided to visit the bank. The branch manager assistant me, calling the ***** department. The lady that answered. That I was advised will be handling the case said that it was handed over to someone else………. She ( AUDREY) was unble to assist and said it's still under investigation Case nr given. ASZA-2******1

Immediately, I just left the bank…. I received a call with feedback that the case was rejected. A minute ago it was still under investigation and now they rejected the claim. I did not accept the feedback

I gave my pin to someone, actually accused me of this, loyal customer A family could have taken the card Absa would have known if they cloned the card. I'm the victim. It's only me and my wife and a 3 year old. My wife was at work.

And on top of that the card was with me.

She could not justify that, the fact I gave my pin and my card was swopped, was probably the routine feedback to all customers to close the case in time. Because there are deadlines as per process… So how did this happen, she could not answer or justify. That means no investigation was done. And the call only when I addressed this to the branch manager, I got a call Immediately to decline the claim. Just to close the case. I mean that is the job nodays. To close the complaint with in a certain time. And clear with ALL no feedback in this message. ( below promise)

She rushed through her finding. Until I started asking questions. She gave me a different case nr : Your Absa ***** case number on the 13th September 2023

ASZA-2***3

i was told that the manager will call me back. No one called

13th September 22 I submitted a complaint to Absa. After that feedback

14,15,16,17,18,19 No feedback

14th September 22 I received an email from. Buhle Radebe the Complaints Case Administrator. Ref nr: C-***8 on the 14th September 2022 it could take 3- 5 days to resolve

RE: User Feedback [ ref:_00D1r1GluM._5005qBogd7:ref ]complain was logged reference number is C-***8

6day later no feedback

Re: C-***0 C-***0 ref:_00D1r1GluM._5005qCDqu1:ref *** on the 19th complained about no feedback

19th September 22

Still no feedback I sent out an email to ***… requesting the Contact details of the CEO of Absa

I received an ***ca in an Pdf format, which does not justify the ***** claim.

How can I be in two places at the same time. Draw money in the CBD and get back to Gugulethu to make Absa aware of this… its impossible in cape Town traffic

10h03 draw money in cape Town Centre and 10h25 report in Gugulethu

Base on My Absa profile for 20 years will state that I'm responsible All my account are paid up never missed an installment I haven't been in Town…. , the last time I can't even remember…. One year ago. That is not on my route and not in my routine

If you track my movement this behavior would have been a red flagged

And just to check how many times after the incident. I have logged on just to see if Absa' s home loan and personal will go off as per normal. I was more afraid missing a payment, however Absa was believing something different. I'm in disbelief as value customer to be treated like I'm the ********. I allowed this to happen. The integrity of Absa

Yes I'm loyal to your brand for 20 year plus, but going through this drama right now has damage the image and the reputation of the brand.

Was all the options looked at…

I have so many references, it unbelievable Ref. Nr ***5 ASZA-2***1 C-***8 ASZA-2***3 C-***0 C-***0 C-***1 Re: ASZA-2***3. Re: C-***6 Re: ASZA-2***3. Re: C-***4 Re: C-***2 ref:_00D1r1GluM._5005qCEPuB:ref Re: C-***0 C-***8 ref:_00D1r1GluM._5005qCDqu1:ref

20 year a loyal customer. And all I think of is the now.