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Genevieve F

1 reviews | Active since Mar 2009

03 Apr 2020, 13:10

High random bank charges

Good afternoon

Please, if I may ask you not to simply immediately create and close a case like you usually do, but provide some customer support.

I have a savings account, and a cheque account Cheque: ***

I pay R70 bank charges monthly, which, according to your fees schedule, includes many transactions and internet banking.

Every single month I receive numerous additional chargres on the account, detailed below: 31 March 2020 - INTERNET BANK FEE R122.75 01 April 2020 - MONTHLY FEE R70 01 April 2020 - TRANSACTION CHARGE R1.50 03 April 2020 - ADMIN FEES R29 03 April 2020 - ADMIN FEES R6.61

I would like to know, as a supposed valued client, what exactly these charges are for, and why there are so many charges above the monthly fee. These have amassed to a substantial amount sincve I have opened my account, and on calling the call centre, no clear answer can be provided. Please note that I rarely use the account due to poor customer service and undisclosed charges, and am interested to know how these charges are justified, and why they are not transparent in your documentation on fees.

Honestly, due to the highly disappointing service and disregard for client relations, the only reason I have not yet ceased all accounts is due to the convenience of being able to obtain a ID smart card at a branch.

Please, again, do not simply close this inquiry like at least 4 prior enquiries have been.

This does contradict Absa’s promise to consumers, and mission statement on your very own website:

"Our story is one of people coming together to reflect on what matters most and giving voice to their hopes and aspirations. Collectively our journey is one of becoming customer obsessed, acknowledging the strength of our people and delivering results sustainably, with an African heartbeat.

With purpose comes responsibility. Possibilities exist in every moment. Moments become meaningful experiences for ourselves and others when we align our values to our actions. This is how we bring possibilities to life."

Eagerly hoping for a response.

0
Replies (3)
Absa
Absa's reply03 Apr 2020, 15:55
Official
Dear Customer Thank you for bringing this unfortunate matter 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 update/ feedback via email or making contact with you telephonically within four hours. Looking forward to being of service to you.  Kind regardsNthabiseng SibandeCustomer Value ManagementAbsa Bank Ltd

Best regards,

GF
Genevieve F's update07 Apr 2020, 09:46
Reviewer Update
Good day Why am I paying R70 a month, barely using the account, yet my transactions (2 – 3 EFTs and maybe 1 cash send) costs R122.75 a month? What about the transactions included in the R70 that I am supposed to have? How is this justified????? How am I able to close my accounts? Can I do this online or will this cost me a trip to a branch with the usual average waiting time for assistance 1 hour? Regards, Genevieve Forrest
GF
Genevieve F's update26 Apr 2020, 15:32
Reviewer Update
Good afternoon

Received explanation 1:
I was phoned by an Absa representative, who explained to me that the Internet bank fee of R122.75 was for immediate release payment. I have never made an immediate release payment from my Absa account.

Received explanation 2:
Your email below states that this charge is for Cash sends?
Please may someone clarify which explanation is correct, and why there is a discrepancy in responses?

Lack of explanation:

"Admin fees on the savings account R29 - You will need to contact the Woodlands branch to enquire about the charge
  • Admin fees on the savings account R6.61 - You will need to contact the Woodlands branch to enquire about the charge
We will be closing the email."
How is Absa unable to explain what these charges are for?
Surely if the charges are taken from my account and appear on my digital statements, there is some record of the reason for these charges?

Please clarify.

I am very uncomfortable with the inconsistent explanations between Absa representatives, and disappointed at the complete lack of an explanation from Absa regarding the admin fees.


Regards

Genevieve Forrest

Below please find the email response email from Absa: "Dear Valued Absa Customer

Thank you for your email.

Please accept our sincere apologies for the inconvenience and for the delay in responding to your email, we are currently experiencing high volumes of emails due to the Nationwide lockdown.

Kindly note the below explanation on the charges.

  • Internet bank fee R122.75 - It is for 4 Cash send done for the month of March
  • Monthly fee R70 - this is a monthly account fee that is paid every month.
  • Transaction charge R1.50 - it is for the prepaid airtime purchase.
  • Admin fees on the savings account R29 - You will need to contact the Woodlands branch to enquire about the charge
  • Admin fees on the savings account R6.61 - You will need to contact the Woodlands branch to enquire about the charge
We will be closing the email.

If you require any other assistance, please email us on ***.

Regards

Refiloe Nqhome
Case Administrator
RBB SA: Everyday Banking

T + 27 (0)800 41 41 41
E - ***"