Hellopeter
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1 reviews | Active since Oct 2016

23 Nov 2017, 10:28

Brand Promise - no delivery

I did a online loan application and yes I am an existing ABSA client three weeks ago. I accepted the online quotation. However after 3 weeks and numerous complaints and phone calls I am still no further. I am being forced to give my id number telephonically on a recorded system to every single employee I speak to. I refuse to do this. I have accepted the online quotation. This is not enough? why have this? Now I should go into bank? Again why have an online service? The text message I received even has a non existent phone number number. How does a financial institution stay in business for over a 100 years if this is how they treat their clients.

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Replies (3)
Absa
Absa's reply23 Nov 2017, 11:22
Official

Dear Mrs L Anderson

Complaint ***

Thank you for bringing your dispute to our attention and for allowing the bank time to investigate this

matter in an attempt to amicably resolve your complaint.

Summary of Complaint:

Online Personal Loan application completed and referred to the call centre and you feel you don’t want to

give your ID number to complete this application

Our Response:

After investigation and referring this matter to the head of Risk we can confirm the following:

·

From a Risk and Compliance perspective unfortunately requesting your ID number is one of the mainsecurity questions to identify and verify the client.

·

If you are not comfortable in using this method the only option will be for you to visit your nearestAbsa branch for a face to face encounter.

Kindly note should you wish to go ahead with the online application please contact ***and ask to

be transferred to the consultant who needs to finalise this application, alternatively you can visit your

nearest Absa branch where a consultant will be able to assist you.

This case will now be closed.

Kind regards

Christal Vergie

Case Manager

Customer Care

Complaint Resolution Suite RBB

's update23 Nov 2017, 11:28
Reviewer Update
After receiving this notification yesterday I did as I was instructed Further to this I decided yesterday to call the number provided and ask for the consultant Lisego Leselba. What a joke once again. The first thing I was asked by person who answered the phone was my id number before they would put me through??? Then the person put me on hold, only to come back to me to tell me Lisego is not in however her team leader will be calling me back. This I spent another almost 20 minutes on the phone wasting my time once again. IT is not the next day and still no phone call. My question is what are people that work at ABSA doing??? I wonder if they really do treat all clients like this??? How have ABSA been in existence for over 100 years.
's update23 Nov 2017, 11:31
Reviewer Update
Further this was not my only query and I asked for clarification as per this email to Christal Vergie directly to which I have received no response. Can you please verify why you have an online application form and an online quotation? Which has to be accepted which I did. Why would you have this if this is not the procedure? This was my query which has not been addressed. Why do I have to give my id number to various people? Not one but various people? I have just done a Brand Management assignment research essay in which I used ABSA – according to your values and brand promise this is not service. This is not service that you state you provide as per link below. This is not customer service or putting your clients’ needs first. I have had to call you numerous times. The text message contained an incorrect number even. Now you advising me to go into a branch? http://cib.absa.co.za/pages/default.aspx (Accessed 19 November 2017) I am wondering why I am still wasting my time trying to deal with a bank who does not stand for the values it advertises. I will be forwarding your values aswell as well your correspondence to me including the time frame this has taken to deal with to the consumer board, I will also post this on Hello Peter so people know not to waste their time doing an online application as this is also not what you advertise. I think I have spent enough of my time trying to settle this without getting any answers. I don’t know why I would still want ABSA to be my financial institution cause you are definitely not interested in looking after my financial needs. I have not even received one phone call apologising for the inconvenience or advising what is being done. I have had to contact you every time. I am so disgusted there are no words anymore.