Lack of accountability but Absa

If I could give a zero rating I would. I opened a Premier Account in July 2018 (bundle account). The past three months my account accumulated fees, April R304 and May R653. I called the premier line and was told my account is a pay as you transact account, I did not authorize for this change and yet I am paying for it. I requested the fees be reversed and my account changed to the bundle package and I was told I need to go to the branch. Premier bankers are said to have almost the same benefits of Private Banking yet we still need to go to the branch? We are told we have a 24 hours helpline but they do not offer any help. I protested the branch suggestion because the service in the branches are terrible. I opened my account at Mall of Africa branch, there was just 1 consultant and the queue was ridiculously long so I refuse to go to the branch to sit for 5 hours with 1 consultant that is exhausted. Morena the call centre agent I spoke to said I can call the complaints call center and they will be able to assist me with logging a complaint for the charges to be reversed. I spoke to Jeremy at the complaints center who said he will log the incident and it will take 3 working days for a reply, I requested he emails or sms’s the reference number and he told me he does not have the facilities to do that and I requested he asks his team leader. He transferred my call to Megan who is the team leader for telephone banking, he told me the request CANNOT be done and I need to consult the branch. She told me the complaints department do not work over the weekends so she cannot guarantee my complaint will be resolved. She refused to take ownership and follow up to ensure the incident lands in the right department and the right hands for there to be a solution. She explicitly said I called the wrong department and I should actually take it up with Premier Banking.

I am shocked by the lack of client service that Megan has. First lesson I learnt in customer service is that it does not matter who is at fault you do not pass on blame you take ownership and give a solution. What happened to TCF? Absa is at fault, they changed my account without notifying me in writing via email, sms or any other means. I am using a Premier Black card, I have a premier credit card yet the account all of a sudden is a pay as you transact. All Megan could have said was we apologize for the inconvenience, we will log an incident so we can investigate what could’ve happened and expect a response in 3 working days.

Morena made sure I get a call from a premier banker that has transferred my account to a bundle account which is ownership at its best and I thank him for the prompt service. Megan sms’d me the incident number for the refund of the bank charges ********** after I had to fight and even hang up the phone because I was not getting a solution. She was rude and dismissive and said I called the wrong department at this point I’m not even sure the incident logged is accurate to my issue. I would like Absa to refund my two months fees and just charge me the agreed Premier Bundle fee