Dismantling Trust: My ABSA Journey from Long-term Patron to Disillusioned Ex-Client

Having been a devoted customer of ABSA for over two decades, my growing disappointment in their declining service standards has pushed me to the point of closing my accounts. The lessons I've gleaned from this experience? A), Expect a convoluted process if you wish to close an account, and B), I strongly caution against opening any type of account with ABSA. C), don't let the allure of their premium accounts deceive you. In my view, it stands as one of the grandest deceptions in South Africa

There were two accounts I intended to close: a savings account and a credit card account. A branch visit could only facilitate the closure of the savings account; apparently, the credit card account required intervention from their call center, and the reason for it seems inexplicable even to ABSA itself.

The unfolding nightmare lay in the execution of this task. The so-called 24/7 Premium line proved to be a futile endeavor. Calling the number initiates an unwanted serenade of ABSA marketing s**** (depleting your airtime), followed by an exhausting labyrinth of automated instructions to navigate before reaching a human voice. The entire experience evokes a frustrating game of Russian roulette; random call drops, an eternally busy customer service team, and when you finally do connect, they refer you to another number to call. What was the benefit then for the 24/7 Premium Line?

Calling the recommended number yielded no explicit option for canceling credit cards. In desperation, I chose an unrelated option (requesting a new card) just to reach a consultant. The support I received from the representative consisted of merely logging my cancellation request and assuring me that the relevant department would reach out in 3 to 5 business days. And thus, the waiting game commenced.

I intend to update this review with further details. However, in the interim, I implore you, for the love of sound banking, to steer clear of ABSA. From my experience, their ability to effectively manage their clients leaves much to be desired.

P.S. A side note on their questionable competence: during the security clearance process, I was informed that I would be asked 'Yes or No' questions. Imagine my surprise when the first question was "How long did you have an account with X company?" A misstep or a brazen disregard for clarity, ABSA?