Formal Complaint / Technical Escalation: Persistent Branch Referral Error on Digital Profile For Any New Application

Hello, I hope you are well.

I am extremely disappointed with the service I have received from Absa. Every time I attempt to apply for a savings account, a credit card, or access certain services online, whether through the Absa app or internet banking, I am advised to visit a branch to update my details or complete the application in person.

I have visited the branch with my ID and the necessary documents, and I have been assured that all my details are up to date, my accounts are in good standing, and there are no holds or restrictions on my accounts. However, despite these assurances, I continue to experience the same issues when trying to use the app or internet banking for applications.

The problem is not limited to savings account applications. I experience the same issue when attempting to apply for a credit card, which makes me believe that there may be an underlying problem with my customer profile or Absa's systems.

It is extremely frustrating to be repeatedly directed to a branch when the branch itself confirms that everything is in order, yet the problem remains unresolved. I have made every effort to follow the correct procedures, but I am still unable to access services that should be available to me online.

I would appreciate it if your technical team could investigate this matter thoroughly, including checking your back-end systems, customer profile, verification status, and any possible system errors or flags that may be preventing me from completing applications digitally.

Please escalate this matter to the relevant department and identify the root cause of the problem. I would like a clear explanation of why this keeps happening and, more importantly, a permanent solution rather than being repeatedly referred back to the branch.

I look forward to your urgent assistance and a satisfactory resolution.

The agent has been very helpful and gave her best effort, but she still doesn't understand the problem.