INCOMPETENCE OF ABSA

In June/July 2022, I visited the Clearwater branch to close my ABSA accounts. At the time, I was informed that the branch’s printers were non-operational due to loadshedding. Despite this, I was assured by the consultant assisting me that my accounts had been successfully closed, and I saw this reflected on their system.

To my surprise, in late 2023, I began receiving calls stating that I owed banking fees on accounts I believed had been closed. As I was living overseas at the time, this was a deeply concerning and unexpected development.

Upon my return to South Africa in May 2024, I visited the Cradlestone branch, where a helpful consultant acknowledged the error and advised that I return to Clearwater to have the matter finalised.

On Friday, 31 May 2024, I visited the Clearwater branch again and was assisted by Yusuf Hendriks. Unfortunately, his conduct was unprofessional—he was dismissive, claimed he could not access the account details, and falsely stated he did not have contact details for the Ombudsman. He assured me he would follow up. He did not.

I subsequently contacted the National Financial Ombud Scheme in June 2024, and by July 2024, a senior ABSA representative (whose name I sadly did not record) confirmed that the account would be closed, the charges would be written off, and ABSA would take responsibility for the error.

On 3 April 2025, I received a call from Dylan Buis ***), who assured me that an investigation would be conducted, the accounts would be fully closed, and the Clearwater branch would cover all erroneous costs. Since then, Mr. Buis has not responded to any of my follow-up calls, and I have received no further updates.

Throughout this ordeal, only two individuals have consistently demonstrated professionalism and concern:

Mpho Sejabeng from the National Financial Ombud Scheme, and

Katleho Pule from ABSA South Africa, both of whom have made sincere efforts to resolve this matter.

However, as an institution, ABSA has displayed ongoing incompetence, apathy, and a troubling lack of accountability. This issue has not only consumed considerable time and energy but has also had a negative emotional and financial impact on my life.