Impossible to get rid of ABSA credit card

ABSA CARD call center makes it impossible to cancel an ABSA credit card. A client can’t cancel a card at an ABSA branch.

On Tuesday 16 August 2022 I called them to cancel an ABSA credit card and the call center assistant went through their process of identifying me. Then she stated that the following questions are beyond the scope of identification, but they must make sure that I’m who I said I am. She started asking questions, for example what other credit cards I have with other institutions, was I involved in the following companies and so on and on. Then she stated that I had failed their security test and she can’t help me further.

I asked to talk to her supervisor, and she said that he/she will call me back.

I followed up on 18 August 2022 and the call center assistant said that I can expect a call from the supervisor. It’s 20 August and I’m still waiting ……………

This whole process of gathering data seems to be a transgression of the POPI act that states: The POPI Act sets out the minimum standards regarding accessing and 'processing' of any personal information belonging to another.

Further I wonder if the call centre trained their agents to take note of the following:

Treating Customers Fairly (TCF) is an outcomes based regulatory and supervisory approach designed to ensure that regulated financial institutions deliver specific, clearly set out fairness outcomes for financial customers.

The six outcomes of TCF are. • 1 Culture and Governance. Clients are confident that they are dealing with firms where the fair treatment of customers is central to the firm culture. • 2 Product Design. ... • 3 Clear Communication. ... • 4 Suitable Advice. ... • 5 Performance and Standards. ... • 6 Claims, Complaints and Changes.

My first step is to publish my experience on Hellopeter and I believe that my problem will be solved.