CHEQUE ACCOUNT DEBITED INCORRECTLY

So by now everyone knows about the ABSA POS deductions that took place on 11 October 2017...6-months old transactions.

I went into my branch and the manager went into my account - of all the transactions only one at OK Foods for R300 was "DROPPED" the other amounts deducted all showed "SETTLED"!!! The branch can't assist - head office has to and they just ignore the matter. Case# ********** 4 Ref:_00D24JOMz._500241I7ZAk

3 weeks before this there was ***** on my credit card account! Clearly your systems in place are not adequately administrated/not working as it should.

I have been a loyal customer of ABSA - people telling me to go to FNB and still I stay loyal...what for??????

And no it was not the merchant's fault because several merchant's over the whole of SA can't have the same glitch that the POS does not go through on their side.

When I phone the call center they say that the money will be refunded - how many times do I have to phone before someone can assist!??

Unfortunately the employees dealing with complaints has to face the unhappy customers whilst management ignores the issue at hand!

Given you are doing nice work on the mobile app and are continuously improving ( I am guessing Lean Six Sigma Methodology). Key here is that the methodology is customer focused and driven - do you assume you know what we as customers want or do you just go ahead and implement all these nice and fancy systems and then you sit with customers that are unhappy?

And effective change management..

Why did NO ONE in ABSA pick up that some of these POS purchases were not actually settled??

Do you not have reports for these or systems that can tell you this???

Have you done proper risk analysis (and by that I mean for the process not just what your competitors out there is doing!?)

I do await your response!

Regards, Melanie