*********** ***** devision

On 9/2/2023 four transactions to the total of R3882 went off my credit card from Abu Dhabi I immediately phoned the ***** department, I then spoke to Morris who was extremely rude and unhelpful!! That same evening I spoke to Petunia, who was alot friendlier and definitely more helpful. She also advised me that she can see that it was a tap transaction, meaning they have a physical card that they were using, even though I have my card with me I have opened up a police case that same evening Call reference number ***5 Unfortunately both of them advised that my credit card has been stopped and a new card is being issued and will be delivered to the Greenstone branch.

During the weekend I received a few more sms’s saying that they were trying to put through more transactions with my card

On Tuesday morning 14/2/2023 I phoned the helpline to follow up on my new card as the finance fee has gone off during the weekend and I was not able to make a payment as it was “stopped”. The gentleman that I spoke to advised me that my card was never stopped by either people on the 9th, but only put on hold and that a new card has not been issued!!

He then stopped my card over the phone and ordered a new card for me to be delivered to the Festival mall branch He then said that the new card number will be available on my internet banking and I will be able to do online transactions in the next 24 hours and I must link the new card to my internet banking.

I did this, and deposited an amount of R4000 into the NEW account. Then the available amount was just over R600. But this same amount showed available in my old account number as well. I then phoned absa AGAIN to enquire why this shows available in that account if the card has been stopped and I made the deposit into the new card They then said that this is because my accounts are still linked and I must go into a branch to unlink it as I cannot do it online. But they assured me that that money won’t be able to be accessed by the **********. I was also advised that the new card fee I will have to pay for now and it will be refunded once the ***** case has been handled? It is not my fault that I need a new card, as I did not loose my card

I then went into the branch, stood in a line to see a consultant for 30 minutes only for her to be able to unlink the old account ON MY PHONE ON MY BANKING APP while I was there. So I went into the branch for nothing!!!

Yesterday afternoon, 15/2/2023 at 15:10, R502 went off from Dubai again but from my NEW CARD number?!?!? And two more times they tries, but was unsuccessful as there was insufficient funds for them to take. How is this possible?! I ONCE AGAIN phoned the ***** hotline and once again spoke to more than one UNHELPFUL and *********** people. The one person told me that it was some token that needs to be taken off my phone?? The next person told me it’s because my cards are still linked and not everyone at the ***** department knows how to unlink them, but that she unlinked them now?!? She also then spoke to someone while I held the line and said that they will be refunding me the R502 that went off my new card yesterday and it will take max 12 hours. It is now more that 20 hours later and still nothing!! Also why can they refund me that money, but not the R3882 that was taken last week and that needs to be investigated first?! I spent more than 45 minutes on the phone with different people yesterday, spending R150 on airtime and still no resolution

I have since logged a complaint in the 14th about the matters that happened on 9/2/2023, but I definitely want to take this further as this is totally unprofessional and unacceptable!!!! Your staff do not know what they are doing and are definitely not helpful or friendly Surely in the ***** department of all places, you should have highly trained individuals working there?? Every time I phone the helplines each person tells me something else. I am fed up and have already opened up an account at a different bank this morning and plan to move ALL my accounts from Absa after probably 20 years

I am awaiting URGENT feedback on this matter and please know that I will not leave this here. Your hard earned funds are not safe with Absa