Incorrect Information Regarding Lounge Access

Good day,

I am once again faced with a dilemma when dealing with Absa.

I was previously on a Gold Cheque Account, which only provided me with two complimentary airport lounge visits per year for myself. I approached Absa at Randpark Mall to enquire about upgrading my account, and I was advised that I should move to the next level, Absa Premium Banking, to obtain improved lounge benefits. Based on this advice, I proceeded with the upgrade.

After receiving my new credit/debit card, I updated all my details on the Absa app. However, I was still unable to book an airport lounge visit for my spouse.

I then approached the bank for the second time and was advised that the lounge benefit would not work unless I opened a linked spouse account for my wife. I followed the advice and proceeded to open the account.

Once my wife's account was activated, I attempted to use the lounge benefit again, only to discover that it still does not work. I am now being informed that my wife needs to activate a credit card before the benefit will work.

I am extremely disappointed with this entire experience. I have now made multiple trips to the bank and spent a considerable amount of time trying to resolve something that should have been explained correctly to me from the beginning.

At every stage, I have been given incomplete or incorrect information, resulting in me taking additional steps and spending unnecessary time at the bank, only to discover that there is yet another requirement that was never explained to me.

I would therefore like to understand:

Why was I not advised of all the requirements when I initially upgraded to Absa Premium Banking? Why was I told that opening a linked spouse account would resolve the issue when it clearly did not? Why am I only now being informed that my wife's credit card must also be activated? What training and support do Absa staff receive to ensure that customers are provided with accurate and complete information? Why must the customer repeatedly return to the branch to discover additional requirements that should have been explained upfront?

I find this level of service unacceptable, particularly when dealing with a premium banking product where I would expect a much higher level of service and expertise.

I would appreciate a clear and complete explanation of exactly what needs to be done to activate the lounge benefit for my spouse, as well as an explanation as to why this information was not provided to me correctly from the outset.

I look forward to your urgent response and resolution of this matter.