Credit Card application NIGHTMARE!

I app**** for a credit card with Absa in May 2018, uploaded documents and all seemed to be what I thought was excellent service, but was the beginning of a NIGHTMARE.

I was asked several times scan and email the same documents as they were not able to locate the documents. At this point I had lost interest with continuing with my application mainly because if its a headache to make just the application, there are bound to be bigger issues at a later stage. I then made a request to revoke and cancel my application, this was then when I finally had feedback that my documents were received and the credit card had been approved. I had consultant after consultant calling me, asking not to cancel my application. I stood firm and emailed a final written request to cancel the card, which I was then advised it had been cancelled and closed.

In June I had noticed on my statement a debit of R 1000 made on my personal account that was from Absa. I went to the Musgrave branch and was advised I cannot be assisted as it was an online application and they had no profiles on their systems to assist me. I then took it further to call the "action line" to request for a reversal of the amount and to ensure once again that the credit card account was closed. My matter was escalated to the complaints department where I was then dealing with Kim Rousseau, who emailed in confirmation that the account had been closed and the refund was approved and all was resolved. I made again several attempts to email her to advise that I had no refund in my account and nothing had been resolved. With no joy I went back to the Musgrave branch, where again I was not assisted, yet advised to call through for assistance. I spoke to a gentleman who confirmed the refund had been made, but there was no account number as to where the refund had been made into. Again I was advised someone will get back to me.... Nothing!

In August after countless attempts to retrieve my money, I emailed Kim Rousseau again requesting her to advise as to what happened, and she read me mail and did not respond to not one of them.

In December (8 months later!) I received a email to complete a survey in regards to my experience with Absa. I them called the "action line" fuming as to how dare I get a survey yet no one had bothered to contact me in regards to my missing refund. I spoke to a gentleman called Standton who was absolutly excellent, was on the ball, escalated my matter and called religiously to find out if I had been contacted by anyone (I tip my hat off to the gentleman) and still no contact from Kim. She them called to advised that everything had been completed and she apologizes for the inconvenience and I should have my refund in 48hrs. Again! its been 2 weeks! I called Kim and she did not answer, I emailed and she did not reply. I then called Standton and he again was so helpful and eventually I got a call from Kim advising me that there was no debit made and Absa received R0 from me.

I am fuming at this point because I have been taken for such a ride to be told there was no funds debited from my account. Kim could not answer any of my questions as to where is the money is. She was EXTREMELY RUDE constantly taking over me when I was trying to get clarification, to then when she said I have to do the research myself with Absa and my bank where the R 1000 has been allocated to. I blatantly refused to do that as it is not within my jurisdiction to do so! She put me on hold then said she had spoke to her manager and they will try allocate the money (which bare in mind what what I had been asking to happen 8 months ago!)

Its so unfortunate that Absa advertises such excellent brand values, and you have a nightmare experience where only 1 out of the entire company was willing to assist.

I'm disappointed and disgusted and want my money back!