Lack of Assistance from ABSA ***** Division and Ongoing Account Access Issue

I would like to lodge a formal complaint regarding the lack of assistance we have received from the ABSA ***** Division following a suspected **** incident earlier this week.

On Tuesday afternoon, we were on a phone call where we later realized that we were potentially dealing with ****mers. As soon as we realized the situation, we immediately contacted the ABSA ***** Division to report the incident.

We spoke to a gentleman who assisted us by placing a temporary hold on our cards and suspending access to the ABSA banking app on our phones as a precautionary measure. He advised us to visit a branch the following day so that the matter could be resolved.

On Wednesday, we went to the ABSA branch as instructed. Unfortunately, the branch consultant informed us that they could not assist us because the matter had to be handled directly by the ***** Division. We then contacted the ***** Division again on Wednesday morning. During that call, we were informed that the first consultant had not left any notes or comments on the system regarding the actions taken on our account. The consultant assured us that they would investigate the matter and get back to us. However, we never received a call back.

We allowed some time to pass in case someone contacted us, but no one did.

This morning (Friday), we contacted the ***** Division again and spoke to another consultant who told us the same thing – that they would look into the matter and get back to us. Once again, no call back was received.

At approximately 12:00 today, we contacted the ***** Division yet again and were advised that someone would return our call before 14:00. This also did not happen.

At 15:00 we called again, but the consultants were still unable to assist us. We were also not provided with a manager's contact details, and no one seems able to determine what happened or resolve the issue. The core problem appears to be that the first consultant who suspended the ABSA app did not leave any notes or information on the system.

It has now been almost three days that we have been unable to access the ABSA banking app. This is causing significant inconvenience as we have important payments that need to be made and no one has been able to assist us in restoring access or resolving the matter.

We understand the importance of security measures, especially in suspected ***** situations, but the lack of communication, follow-up, and accountability from the ***** Division is extremely concerning.

We kindly request that this matter be escalated urgently and that someone from the appropriate department contacts us as soon as possible to resolve the issue and restore our access.

We would appreciate your urgent attention to this matter.