***** case

This is the email I sent Resolve, dated 01/08/2018

Good Day, Hope this e-mail finds you well. I have a complaint that requires immediate attention please. 2/3 weeks back I went into the ABSA Brooklyn Mall Branch to open a ***** case, and only a portion of the amount which I had stated on the form was refunded to me. The amount was R202.68 and I was thereafter told that my case was resolved and closed through a text message with Cherise's no. ********** who I've been trying to contact without any success. The Ref No. thereof is ***.

The Ref No. I got from ABSA Brooklyn Mall is *** where I stated the money that caused me to close my account in the first place was to a sum of R815+-. My details are... Your assistance will be greatly appreciated.

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The response: Dear Miss. *** COMPLAINT RE: DISPUTED WITHDRAWALS ON YOUR ACCOUNT The abovementioned matter refers. We confirm that the investigation into your complaint has been completed and we would like to respond thereto as follows: Summary of complaint You are disputing the transactions to the value of R815.68 which occurred on your account. Our consideration of the matter Based on information supp**** and our own investigation it would appear that you were a victim of crime and Absa regrets your experience. According to our records it appears that the disputed transactions were successfully effected with your Card details. Kindly see points highlighted, for your information, as stated in the Absa Card conditions of use: Responsibility for Card and PIN Clause 19 19.1 – The Cardholder is responsible for the safekeeping of the Card and proper use of the Card and Card account and the Cardholder must ensure that no other person uses the Card or the Card Account or obtains the secret number (PIN) linked to the account or the last 3 numbers at the back of the card (CVC). Conclusion Although we sympathise with your loss, the bank cannot be held liable for any financial loss that you may have incurred as the disputed transactions were effected with your card details online. We do however value you as our client and management agreed to offer you a further R205.00 as a gesture of goodwill. Our offer is purely a gesture of goodwill and not an admission of any liability. There is no evidence of negligence or maladministration on the part of Absa bank. Please refer to the attached letter that you need to sign and return to me if you accept the offer. Further recourse We trust that you understand the reasons for our decision as indicated above. If you do not accept this feedback, you may refer the matter to the Ombudsman for banking services for assessment and we will withdraw from the offer. The details of the Ombudsman for Banking Services are as follows...

I concluded by, pending feedback: Good Day, Hope this email finds you well. Thanks for the offer, but no thanks. I do not accept nor agree with the terms of the decision of being offered an extra R205.00 as a gesture of goodwill. I do not understand the reasons for your decision stated above as I was the victim of this crime and was not in any way also responsible for negligence or maladministration from my side. I would not willingly give someone my card details knowing free willingly of the repercussions it comes with. At the time this occurred, I was in Rustenburg and there is no Uber that side, that is my reason for having called the bank to block my card immediately after realizing the transactions. I believe I must be fully reimbursed of the remaining R613.00 as only R202.68 was paid back into my account.. I am appealing to you as to what if my card was cloned, that is in no way any of my responsibility and all the time it has taken with being sent from pillar to post has left a dent in my bank account balance. This is very unfair of ABSA Bank and as you advised me to reach out to the Ombudsman, I still cannot get through. I truly believed in this Bank but I really doubt if this is the right bank for me. I am truly disappointed beyond measure.

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