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Alfred L

1 reviews | Active since Apr 2013

13 Nov 2024, 17:42

Complaint Regarding Unresolved Issue with Joint Home Building Loan Account on ABSA App

Previously, I logged a request to add my joint home account to my app, which was eventually added. However, I noticed there was no option to show or hide this account as with my other accounts. I followed up on this issue, but I received no feedback. On November 2, 2024, I mistakenly transferred funds from my investment account into my home building loan account instead of my cheque account. Attempting to rectify this has been extremely frustrating. The process of reversing the transaction and adding the “show/hide” functionality for my building loan account has become unnecessarily complex. I was informed that to address the matter, I would need to visit a branch in person. This is a significant inconvenience, as this account is joint, meaning both my partner and I must take leave to go in person. The support I have received has been inadequate. The Home Loans department directed me to the Digital department, as they are apparently responsible for show/hide functions. However, there is no direct option to reach the Digital department. When calling, I was directed to select option 6 for banking app, only to be presented with unrelated account options (Cheque, Home Loan, etc.). Choosing the Home Loan option simply redirected me back to the same team that could not assist. This lack of clear guidance and support is both disappointing and inefficient. I would appreciate a prompt resolution to this matter without requiring an in-branch visit, as well as a response detailing how I can effectively reach the digital department for future issues.

0
Replies (4)
Absa
Absa's reply14 Nov 2024, 08:46
Official
Dear Alfred Lebitso 
 
Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically.  
 
The reference number to your complaint is  C-***0.
 
Kind regards, 
Group Customer Care 
Rezona Louw 
Absa
Absa's reply20 Nov 2024, 08:36
Official
Dear Alfred Lebitso 
 
Thank you for your posting.
 
Kind regards, 
Group Customer Care 
Rezona Louw 
AL
Alfred L's update25 Nov 2024, 19:44
Reviewer Update
After reading the email you sent today, I must express my disappointment once again with the handling of this matter and the apparent lack of client care throughout this process.

I went to the branch on Saturday after making prior arrangements with the main account holder, only to find that the process you outlined did not require his presence or ID. This raises a fundamental question about why I was repeatedly told that his presence was mandatory.

Furthermore, at the branch, the home loan department indicated that I needed to attach a home loan statement reflecting the deposited amount and requests a refund. I find this entirely unnecessary since the bank already has records of the transaction. More importantly, this process did not require me to visit the branch at all, making the insistence on my physical presence both inconvenient and redundant.

Your email still insists that I must go to the branch to resolve this matter, despite my repeated explanations and efforts. If you had thoroughly investigated and communicated with the home loan department, you would have been aware that I already visited the branch on Saturday and it became apparent that my visit was not necessary for this issue.

Additionally, I still find it inconsistent that linking the account merely required confirmation with the main account holder, yet delinking it now demands a branch visit. This inconsistency remains unexplained , despite my prior discussion with you and your team.

Lastly, during my previous interaction with you, I specifically requested feedback regarding the options available when calling the call centre. Your failure to address this query further reinforces my perception of a lack of personalised care and reliances on generic responses.

This matter has dragged on for almost four weeks, which is unacceptable. I am requesting an escalation on this query to someone with the authority to address it comprehensively. If you are unable to assist, please inform me so that I can pursue alternative channels.

I look forward to a swift resolution to this matter and will appreciate clear, actionable feedback moving forward
Absa
Absa's reply26 Nov 2024, 10:30
Official
Dear Alfred Lebitso 
 
Thank you for your posting.
 
Kind regards, 
Group Customer Care 
Rezona Louw