Extremely Disappointing and Unprofessional Service from ABSA

Extremely Disappointing and Unprofessional Service from ABSA

I am extremely disappointed and frustrated with the way my request was handled by ABSA.

I contacted ABSA simply to request that my payment date be moved. Instead of assisting me with what should be a straightforward request, I was told that I needed to provide an extensive list of documents, including bank statements and other financial information.

This is particularly frustrating because I am currently paying my account manually and ensuring that my account remains up to date. The reason I chose to make manual payments in the first place is because ABSA previously debited my account incorrectly, which resulted in my account being placed into arrears through no fault of my own. I therefore made the decision to manage the payments manually so that I could ensure that the account is paid correctly and on time.

I also clearly explained that I work abroad and am currently in South Africa, which is why I am trying to resolve this matter while I am here. I do not understand why I am being required to provide extensive documentation about when and where I receive my salary when my account is being paid and is up to date.

What was even more unacceptable was the attitude of the consultant who assisted me. The consultant sounded extremely frustrated throughout the conversation and, rather than resolving my query or explaining the requirements professionally, ended the call.

This is completely unacceptable customer service.

I have been making the effort to ensure that my account remains in good standing despite ABSA's previous administrative error that caused the account to fall into arrears. I should not now be treated as though I am refusing or failing to meet my financial obligations.

I am requesting that this matter be escalated to a supervisor or manager and that ABSA provide me with a clear explanation of:

1. Why I am required to provide extensive financial documentation simply to request a change to my payment date.

2. Why information regarding my salary and payment arrangements is relevant when my account is currently being paid manually and kept up to date.

3. Why the consultant handling my call considered it acceptable to terminate the call instead of assisting me or escalating the matter.

The level of professionalism displayed during this interaction was extremely disappointing. I expect better from a major financial institution.

I would appreciate a formal response to this complaint and appropriate escalation of the matter. I am trying to resolve this issue responsibly, and I expect ABSA to provide the same level of professionalism and cooperation in return.