COMPLAINT ABSA BANK Moonaysha Davis and Mariaan/ Bank NOT disabled friendly

I am Suzan Moura Fernandes and I have been a client for the last 30 years at ABSA. Firstly, I would like to express my disappointment of the bad service I received from at ABSA Ben Swart, Pretoria. The rudeness I experienced, the incompetence, the disrespectful treatment I received from staff at this bank. I just want to give a basic background on my mom’s condition. My mom suffered a stroke in 2018 and has left her paralyzed to the left side of her body. My mom is dependent on 24 hours care. My mom’s mental capacity is not what it used to be and her short term memory was affected. She however has a form of dementia. So, on 2021-12-08 at about 11:30 I entered the ABSA Ben Swart bank WITH my 72-year-old DISABLED mom and her care giver Goodness. Simply to renew my mom’s bank card and to get power of authority on my mom’s account. We waited at the entrance in a queue of the bank to be assisted. The lady at the entrance was busy telling customers outside the bank that they would not be able to help them due to certain reasons. I was already taken back by her behavour. It was a lady, and her name is unknown to me. So after about 15 minutes the gentleman in front of us was told that he could enter the bank to go to enquires, the gentleman turned around and said to me that we should go in before him. Which I accepted due to the fact that my mom is in a wheelchair. Please note that this bank is not disabled friendly. The lady at the entrance told me to go past the queue and stand in front of the queue at enquires. So, I pushed my mom to the front of the queue. In the queue was another gentleman that told me I could go before him. So, I waited for a teller to open so we can be assisted. So, the gentleman in the queue told me I could go to the teller on the other side that had no-one with her. Not knowing that she was still busy with another customer I pushed my mom towards the teller, where she looked at me and said I AM STILL BUSY. So, I pushed my mom back in the queue. After about 10 minutes she looked in my direction and said next customer. I then pushed my mom over to the teller. So, she asked me how she can help me. I told her that I need to renew my mom’s card as it has expired, as well as set a power of attorney on my mom’s account. So, the lady by the name of Moonaysha Davis asked for my ID, my mom ID her old card and proof of residence. My mom and dad reside with me at 413 Ulundi Avenue, Mountain View, Pretoria for the last year. I gave her a proof of residence and she started doing something on her computer. After about another 10 minutes of waiting she told me that she won't be able to help me as the proof of residence is older than three (3) months. I had a look at the rates and taxes and realised the document was dated 2021-08-25. I asked the lady if there is no other way that they can help me. Her immediate answer was NO. I did tell her that this is the worst service I have ever experienced from ABSA bank. She then stood up and went to the small office at the back and returned with Mariaan which was very arrogant and rude to me telling me that I can leave my mom at the bank and fetch the documents, or I can take her and come back another day. I WAS STUNNED, IF THIS IS HOW THESE TWO LADIES TREAT A CLIENT AND A DISABLED SENIOR CITIZEN. WHAT AN EMBARRASSMENT THEY ARE FOR ABSA BANK. There was clearly no way that these two ladies were going to assist my mom. I then asked if I could download my rates and taxes from E-Tshwane and forward it to them via e-mail. Moonaysha Davis agreed and gave me her e-mail address. I then took my belongings to allow other customers to be helped while I downloaded the document. I then e-mailed her, and she opened it and said I sent her a link she won’t open it. So, I tried again and sent her the e-mail. I then went back to the counter, and she was on her way out for lunch as she had her lunch bag in her hand. I asked her again if she can just look again. She gave me a dirty look and clearly very irritated with me. So, then she said she received it and printed it. I asked the care giver to bring my mom back to the counter so this situation can be sorted. She told me this whole process will take another 30 minutes. I said its fine as it is an emotional strain and a struggle to get my mom to the bank. At this stage I was already two (2) hours in the bank. She continued on the computer and every time my mom had to sign on the electronic pad, my mom was not able to see where the electronic pad is and where to sign. The counter at this bank is high and not compatible for a disabled person. So, my mom asked severely times to go as she was very uncomfortable in the wheelchair as she was hurting because of the long sit in the wheelchair. I asked Mrs Davis if I could take my mom out, she said NO, she even remarked that where does she want to go to. Severely signatures further and the computer still does not want to take my mom’s signature. Moonaysha Davis then proceeded to ask my mom that, does she know what she is doing there and the reason why she is at the bank. She also asked my mom where she stayed, so my mom said she stays at 703 Ulundi Avenue, Mountain View, Pretoria. So, she asked me where my mom gets that address from, I told her that my mom is disabled, and her short-term memory has been affected due to the stroke. So, she returned back to this small office and Mariaan makes her appearance once again. What a rude employee she is. She glared at me as if I was the biggest ******** alive. She clearly did not believe a word I said. Both these employees of ABSA bank Ben Swart are RUDE, *********** TO ASSIST THE PUBLIC, DISRESPECTFUL AND NOT WILLING TO HELP CLIENTS. If this is how ABSA bank is supposed to deliver a service and if this is how the bank service its client be very certain of that I, my mom, my dad and my husband will change our bank as soon as possible. I will definitely be telling people of ABSA bad service towards clients as well as your incompatibility for a disabled person. This is unacceptable behaviour, and I will be loading this complaint onto Hello Pieter. DISGRACE ABSA BANK. SHAME ON YOU FOR BULLY A DISABLED PERSON. I want this matter to be addressed. If these two ladies stay employed at ABSA bank, see to it that they are trained in client service. I will not leave this matter here.

Suzan Fernandes *** ***