Disappointing and Dismissive Service from ABSA ***** Department

Item: Absa
Rating: 1
Author: Tunisia C

I am extremely disappointed by the service I received from an ABSA ***** Specialist while trying to obtain assistance regarding a *****ulent transaction on my account.

I reported an unauthorised transaction of R3,599 on 30 August and have been following the instructions provided by ABSA in order for the matter to be investigated. Given that I am the victim of an unauthorised transaction, I expected the ***** Department to provide clear guidance, reassurance and professional assistance.

Instead, my interaction with the ***** Specialist felt more like a lecture than an attempt to assist a customer dealing with an already stressful situation.

I contacted ABSA because I needed clarity regarding my case, the status of the transaction and the process being followed to investigate and potentially recover my funds. I did not expect to be spoken to in a manner that left me feeling dismissed and reprimanded for asking legitimate questions about my own money and ***** case.

What was particularly disappointing was the lack of empathy. A customer contacting a ***** department is very likely already anxious and vulnerable. There is a significant difference between explaining banking procedures and speaking to a customer in a way that feels condescending or accusatory.

I have comp**** with the instructions given to me, provided the requested information and continued to follow up because R3,599 is not an insignificant amount of money. Wanting to understand where my funds are and what ABSA is doing about an unauthorised transaction should not result in a customer being made to feel as though they are the inconvenience.

I would appreciate ABSA reviewing both the handling of my ***** case and the customer service I received during this interaction.

***** specialists deal with people during incredibly stressful circumstances. Technical knowledge is important, but so are professionalism, patience and empathy.

I hope ABSA takes this feedback seriously and provides me with a clear, respectful update regarding my case and the recovery of my funds.

Helpful (0)

Replies (2)

Tunisia C's updateReviewer Update

04 Sept 2026, 15:08

I am writing to formally follow up regarding my ***** case as well as to raise my serious dissatisfaction with the manner in which my recent interaction with a ***** Specialist was handled.I fully understand and appreciate the importance of educating customers about ***** prevention, online safety and the precautions we should take to protect our banking information. However, there is an appropriate time, tone and manner in which this information should be communicated.Unfortunately, my interaction felt less like assistance and more like a lecture on what I should or should not have done.I contacted the ***** Department because I had already experienced a financial loss and needed practical assistance regarding an active case. At that point, repeatedly focusing on safety precautions without demonstrating a genuine willingness to help me understand the status of my case, where my funds currently sit, what investigation is taking place, and what recovery options remain available does very little to assist a customer.There is a difference between educating a customer and making a customer feel blamed for becoming a victim of *****.I am not disputing my responsibility to exercise caution when banking or transacting online. What I am questioning is whether ABSA's approach to customers who have already fallen victim to ***** is sufficiently supportive, solution-orientated and empathetic.I have followed the instructions provided to me, submitted the requested documentation and reported the matter to SAPS. I have continued to cooperate with the process. I therefore do not believe it is unreasonable for me to expect the same level of commitment from ABSA in assisting me with resolving the matter.

Tunisia C's update04 Sept 2026, 15:08

Reviewer Update

Absa's replyOfficial

04 Sept 2026, 18:07

Dear Tunisia 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 for your complaint is C-***0. Kind regards,Group Customer CareVanessa Crowe

Absa's reply04 Sept 2026, 18:07

Official