I always said "It will never happen to me".

On 27 October 2022 I received a call from someone posing to be from The ABSA ***** department, unfortunately, the call woke me up as I had been on anxiety medication which made me very drowsy and not 100% focused, hence my following the instructions given. After the call I felt uneasy and decided to to contact ABSA ***** to check on the case number I had been given. I was told that it is not one of their case numbers and that I had been ****med. They advised me of what they required from me in order for them to investigate the case.

Once I provided all the required documentation they immediately sent a case and reference number and advised that an investigating officer would be in touch with me to follow up on the case.

On 11 November 2022 I received a call from Marvin Webb the ***** solutions officer, he was very thorough with his explanation of the procedure that would follow.

Then on 17 November 2022, Mr Webb contacted me again to inform me the case had be resolved and that he would send a letter to confirm the outcome of the case, this letter I received the next day as well as the refund.

I was extremely grateful to have been refunded and very impressed with the professional service provided by Mr Webb. It was such a relief to feel that they put their money where their mouth is when they say "customer-first in our approach".

Well done to Mr Webb for his excellent client service provided. It is much appreciated.