Extremely disgruntled after customer service from ABSA home loan // Your call centers are pathetic and useless!

To whom it may concern,

I am soo not impressed and infact extremely upset after the experience I got with your call center services. I called them guys using my phone to get an explanation as to why I couldn't see my home loan advanced payment amount. I could always see this using cellphone banking but now couldn't see it for the last month, while everything else was visible under the Info tab. I got sent from pillar-to-post by your call centre until I finally got someone to help me navigate the app (as though I didn't know how to do this, I've been using the app for 2 years for crying out loud!). The person I spoke to made me create an online account so that I can see this advanced amount - that's not even what I asked for!!! And I don't understand why I, all of a sudden, had to create an online account to view a balance I could always see on my phone. Annoyingly, this process legitimately took no less than 30minutes - again, my airtime was being used as the call centre person was trying to figure out how to use YOUR OWN system to assist me - soooooooo PATHETHETIC, to say the least!

Your face recognition process (you boost about) didn't even work correctly as one of the steps for me to create an online account. The way your processes are so lengthy, non-user friendly and simply inadequate (see proof of how long I stayed on the phone while your employer tried figuring out how to help me) boggles my mind!

I can't even begin to think how older people and those not technologically savvy survive banking with you. If I, as a 29 year old and tech-savvy individual, struggled soo much to get one simple thing sorted out (or not, because I now don't have access to cellphone baking anymore) I really feel for your other clients. Now I'm told to go to the branch to get help...with time that I get where? And I'm pretty damn sure I will be made to call the call centre when I get there as most branches don't have a dedicated person to help with home loan queries that are specific.

I'm appalled and absolutely regret working with your company! Your clients should NOT be made to go through such pathetic services and experiences!

Time spent on the call: 1:02:11 🙁 Time called: 16h30 - 17h30 (on 08/11/2022)