HORRIBLE SERVICE!

Dearest Absa,

It is very unfortunate that I had to resort to an online public platform in order to get your attention and effective service delivery. After 18 years of banking with ABSA I am seriously considering taking my banking elsewhere.

I am currently residing abroad, however before I left SA, I requested that my RVN be sent to my email account instead of my banking app, because the latter does not work at times in the country I am currently residing in. I was assured by Ms. Audrey Wasserfall (Table View Absa Branch) in July 2018 that my RVN will be sent to my email account. I filled out all the relevant documentation, or so I thought. When I arrived abroad I emailed ABSA to ask why the RVN is NOT being sent to my email address because I do not know how much longer I will be able to use the app. To my surprise, I was informed by Ms. Roxanne Adams that I still have outstanding documentation in order for this process to be finalised. This was 30 July 2018. So I had to start the entire process AGAIN from abroad, because of *********** ABSA staff.

September 2018, I was emailed by Ms. Colleen Brandt to ask me to please send all documents required in order to change the RVN from APP to email address. 25 September 2018 I was emailed by Ms. Cathrine Nkuna to inform me that my RVN notification details has been succesfully updated and will be sent to my email address from this point forward.

Yet again, when I logged on to my internet banking, guess what?! The RVN is STILL being sent to the banking app! This is now 3 months later. However at this point I am still being able to log onto my ABSA online account via my computer although the RVN is being sent to the APP, so much for security, right ABSA?!

March 2019 I was logged out of my accounts by ABSA and could not do ANY internet banking, my power of attorney went to ABSA branch in Montague Drive to resolve this. He was told there is nothing they can do because I need to be in SA! What is the point of giving power of attorney to someone else if they cannot act on your behalf??

20 March 2019 I logged a complaint. Between 21-22 March 2019 I was assisted by Ms. Heather Berman. On 25 March 2019 Ms. Berman logged a formal complaint to have my issues resolved, I received a reply from ABSA telling me I will be contacted within 8 business days. On 26 March 2019 I was contacted my Ms. Marcia Mamphwe to say that my complaint has been received and are being investigated. 2 April 2019 I was contacted my Ms. Mamphwe again to inform me that the IT department has resolved the issue and that I should be able to move money between my accounts successfully. 3 April 2019, I rep**** to Ms. Mamphwe to thank her and to tell her that although I can access my accounts, the RVN is STILL NOT being sent to my email account. I never received a response back. Please keep in mind during ALL of this back and forth with ABSA I was still being able to log into my account via my computer, although the RVN is being sent to the APP. Something I still do not understand.

17 April 2019 I tried to do internet banking, I was told to enter my log in details which I did. THEN I was told the RVN is being sent to the APP! I downloaded the APP again, only to be told that my password has been locked and I need to reset it via online banking! Online banking which I do NOT have access to because the RVN is being sent to an APP that does not wor****

I am sitting in a foreign country, 6 hours ahead of SA and no access to my bank accounts in SA because ABSA is ***********! 19 April 2019 I logged ANOTHER formal complaint, let's see if it takes another 8 months to be resolved! Or to NOT be resolved!

Please see the reference numbers below for my complaints between 10 July 2018 - 19 April 2019!

* ********** 4 * ********** 3 * **********

Hoping for a solution ABSA!