Getting ignored by Private Bank Manager as well as Case Manager.

Kindly note this Hellopeter review has reference to two previous Hellopeter reviews, one on the 6th of June and the other 22nd October. To date the issue is still not resolved.

I've attached the complete mail trail for you below. Note; I have not received any response from anyone apart from Ms. Newman.

I am getting completely ignored by Ms. Mazibuko, the private bank manager assigned to this case. She sent me a message on the 04th of November, stating she will send me the details of what needs to happen from our side on via email. I have since then sent requests back to her via SMS twice, but unfortunately had no response.

Then, I am also getting completely ignored by le Grange, Daphne who was assigned the case, refer case number ********** . There is no resolution to this case, yet she deemed it fine to close the case, and when I requested it not be closed, she simply ignored me.

Kindly refer to mails below and get back to me with proper feedback.

---------- Forwarded message --------- From: Newman, Marne: Absa ********** Date: Fri, Nov 9, 2018 at 11:43 AM Subject: RE: ********** - Customer : MR JOHANNES GIDEON ANDRIAS SCHEEPERS ; To: Johan Scheepers **********

Good day Mr Scheepers I can give you phone box telephone number ********** 339 but the rest Mrs Mazibuko will give you feedback. Regards Marné From: Johan Scheepers ********** Sent: 09 November 2018 10:59 AM To: le Grange, Daphne: Absa ********** Cc: ********** Newman, Marne: Absa ********** Private Bank DM ********** ********** ********** ********** Subject: Re: ********** - Customer : MR JOHANNES GIDEON ANDRIAS SCHEEPERS ; Good morning, Any feedback with regard to the last email? Please also note I am still waiting for Ms. Mazibuko (from last week Friday) to send me the contact details for Phonebox. Looking forward to hearing from you. Regards, J Scheepers +27 82 ********** On Mon, Nov 5, 2018 at 10:55 AM Johan Scheepers ********** wrote: Dear Ms. le Grange, Please do not close this complaint, as it is most definitely not concluded. If anyone took the time to read or be aware of our problem, they will know the following issues were raised: 1 - To stop the debit orders. This is completed 2 - To show proof that Mr/Mrs Scheepers gave authorization (verbally/writing/electronic) to the debit orders. Still waiting on this? 3 - To refund the money's (debit orders and subsequent accompanying bank charges) that were debited unauthorized. Still waiting on this? 4 - To provide me with Absa's official policy regarding authorization of debit orders. Still waiting on this? Ms. Mazibuko gave me a phone call this past Friday, promising to send me the contact details of Phone Box, as apparently, the client needs to extract the proof of authorization. I am still waiting for that email. I would also like to make it known, that the only proof Absa to date have of authorization as per Ms. Mazibuko, was that the company (Phone Box) and I quote “told me they have authorization”. I have included some set of standards as to what is expected to fulfill the authorization I am requesting, to avoid further unnecessary conversations. Paper Mandate When users’ sign-up new customers the following minimum requirements must be app**** for paper mandates – · Account number · Type of account · Branch number · Frequency of debit · Abbreviated name on client’s bank statement · Contract reference · Action date · Start and termination date · Beneficiary name · Beneficiary contact details · Amount – Escalation of amount, variable amounts and maximum limits · Signature of account holder Voice Mandate When users’ sign-up new customers the following minimum requirements must be app**** for voice mandates – 1. The following details must be present during the voice recording process: · Abbreviated name on bank statement · Beneficiary name · Call centre name · Contact telephone number · Contract reference number · Current date · Commencement/Action date · Payer’s bank particulars, including account number, type of account, branch code · Surname and initials of account holder · Value of amount that will be deducted 2. The voice recorded mandate must be confirmed to the account holder in writing to the account holder within 21 days of the recording of the mandate and prior to any debit payment instructions being processed to the account of the account holder. 3. A customer must be made aware of the fact that his/her voice is being recorded and that the recorded message will be accepted as the official authority to debit. 4. A customer must be made aware of the unique contract reference and abbreviated short name to be reflected on the account holder’s bank statement. 5. Recording devices must be reliable and with acceptable acoustic quality (preferably SABS approved). 6. The recorded messages must be properly indexed for easy accessibility to promptly deal with enquiries and disputes. Electronic Mandate When users’ sign-up new customers the following minimum requirements must be app**** for electronic mandates– · Account number · Type of account · Branch number · Frequency of debit · Abbreviated name on client’s bank statement · Contract reference · Action date · Start and termination date · Beneficiary name · Beneficiary contact details · Amount – Escalation of amount, variable amounts and maximum limits · Advance signature of account holder · IP Address and location coordinates of each mandate Looking forward to hearing from you on this case number, ********** , as again, it's most definitely not concluded. Thanks, J Scheepers +27 82 ********** On Mon, Nov 5, 2018 at 9:40 AM Wanda Scheepers ********** wrote: Sent from my iPhone

Begin forwarded message: From: "le Grange, Daphne: Absa" ********** Date: 05 November 2018 at 04:12:42 SAST To: ********** ********** Subject: FW: ********** - Customer : MR JOHANNES GIDEON ANDRIAS SCHEEPERS ; Dear Mr. Scheepers We refer to your complaint posted on Hello Peter with regards to unauthorized debit order Our Investigation We escalated this matter to the relevant business unit to assist and sincerely apologize for any inconvenience caused. In response they’ve advised that the transactions being disputed were for Phone box ,They requested you to contact them, we have stopped the debit order. In Conclusion We thank you for bringing this matter to our attention and giving me the opportunity to assist. In light of the above I will be closing complaint accordingly as addressed. Kind regards Daphne le Grange Specialist Case Managers Customer Care: Complaints Resolution Suite Retail and Business Banking T +27 11 ********** F +***8 Absa, Towers West, 15 Troye Street, Johannesburg, 2001, South Africa www.absa.africa