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Stephan V

1 reviews | Active since Mar 2014

13 Nov 2019, 10:02

Extremely poor customer service from ABSA

On 31/10/2019 I updated the ABSA banking app on my Huawei phone and ever since then the app doesn't work on my phone. Even today, 13/11/2019 the app is still not working. It doesn't even go to the login screen. I deleted and reinstalled the app but to no avail. On Wednesday 06/11/2019 I went to ABSA Fourways and requested for the link between my internet banking and the banking app to be disconnected as I cannot access my internet banking. The consultant who assisted me did send a request through in order for me to access my internet banking without the app. On Thursday 07/11/2019 I contacted ABSA online banking because I still cannot access my internet banking. I was told it takes up to 48 hours to take effect. On Sunday 10/11/2019 I tried to access my internet banking but still with no success. I went to ABSA Festival Mall an did a second request for the banking app to be disconnected from my internet banking as I still cannot access my internet banking. The consultant did put a request through. Today, Wesnesday 13/11/2019 I still cannot access my internet banking. One week later and still NO SERVICE whatsoever. If this matter is not resolved by tomorrow, Thursday 14/11/2019 by 10:00 in the morning, I will cancel and close ALL my accounts with ABSA and end a 22 year banking relationship with them and move to a bank where customer service is top priority and where communication regarding situtions like this is effective and without delay.

0
Replies (5)
Absa
Absa's reply13 Nov 2019, 15:24
Official
Dear Stephan 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 your unique complaint reference number, and an expected timeframe for further feedback/resolution via email or making contact with you telephonically within the next hour .   Kind regards,Rezona Louw Group Customer Care
SV
Stephan V's update14 Nov 2019, 11:29
Reviewer Update
WOW! Things with ABSA just getting worse! Got an email in response to my complaint on this platform requesting for my bank account number and screenshots of the banking app and internet banking error messages. I did reply with the information at 15:30 Wednesday 13/11/2019. It is already past 11:00 AM on Thursday 14/11/2019 and STILL no response. I also tried to phone the number provided on the email but no success. Today, Thursday 14/11/2019 is officially my last day as an ABSA client. I have also urged family members and friends to reconsider banking with ABSA. Good bye ABSA bank. 22 years of banking with you ****ed within a week by ABSA's gross negligence towards customer service.
SV
Stephan V's update14 Nov 2019, 14:34
Reviewer Update
I received an email response earlier acknowledging my previous reply and also mentioning that before close of business on 18/11/2019 ABSA will give feedback. That will be 13 days since I first requested that the link between the banking app and my internet banking be disconnected and that I would like to access my internet banking the old way through the OTP/SMS way. How difficult can it be? I got told by ABSA online banking division that it takes 48 hours. It's been 8 days since my first request and 3 days since my second request and yet ABSA cannot even do a simple disconnection betweeen the banking app and internet banking. ABSA is quick to stop your services and take your money but VERY slow with customer service. My next step will be the Ombudsman and I am in the process of obtaining legal advice on how I could get compensation for this inconvenience caused, as I pay charges but don't get the service. That can be classified as a form of *****.
SV
Stephan V's update18 Nov 2019, 13:27
Reviewer Update
Thank you Robyn @ ABSA for assisting me today fixing the situation I had with my banking app and internet banking. I will give you a 10/10 rating for the assistance you provided. Please can ABSA just communicate better, especially at branch level as to give the correct advice when situations like this occur.
Absa
Absa's reply18 Nov 2019, 14:17
Official
Dear Stephan

It is indeed pleasing to receive complimentary remarks about staff that have given quality service to clients. I wish to take this opportunity to thank you for the time and effort to bring this to my attention.

Kind regards
Rezona Louw
 Customer Value Management
 Absa Bank Ltd