Late Openning

I would like to lodge a complaint regarding the service I received at the ABSA Jabulani Mall branch on Saturday.

I arrived at the branch at 08:10, believing the branch opened at 08:30. When I checked the trading hours on the door, it stated 09:00–12:00. I waited outside until 09:00. The staff only arrived exactly at 09:00, and although the doors should have opened at 09:00, customers were only allowed into the branch at 09:10, which I found unacceptable.

When I got inside, I was assisted at reception by Goli. I was among the first customers to arrive (number 3). I explained that I had opened an account online but had not activated it because I never received my account number. She directed me to a sales consultant.

I waited for a long time because the consultant was busy “lifting up” their system. I was only helped around 09:30. The consultant confirmed that my account was open, gave me the account number, and said I needed to deposit money. I also requested help to link my children’s accounts to my profile, and I was told to go back to the service area.

When I returned to Xoli, she told me I had to queue again, even though I was one of the first people at the branch. I then became number 5 in the service queue. This felt unfair and very disorganized.

At the service desk, I was assisted by a lady at the second desk from the left, who did not have a name tag. Another staff member who was assisting customers on the floor also had no name tag. ABSA staff should wear name tags so customers know who is assisting them.

The consultant I was with told me she needed my children’s cards to link their accounts, although I had their account numbers but had left cards at home. my phone switched off due to battery low because of load-shedding at home, then walk to Cash Crusaders to charge it because she neededto authenticate me via app. When I returned 45 minutes later, the consultant was struggling with the system but did not communicate with me about what was happening. At some point, I felt she wanted to send me away because she mads excuse with the cards I left home.

Eventually, another staff member, Ramatladi Malebatsi came to check on her. She was very helpful, professional, and friendly. She communicated with me clearly, assisted patiently, wore her name tag, and managed to successfully link my children’s accounts after some time. I would like to compliment and commend Ramatladi Malebatsi for her excellent service.

Before leaving, I also asked for my funeral policy to be visible on my profile. I was told it would reflect within 48 hours, but it still has not appeared.

My requests is, Please address the late opening of the branch and ensure doors open at the correct trading times.

2. Please ensure all staff members wear visible name tags.

Despite the negative experience, I would like to give special recognition to Ramatladi Malebatsi for her outstanding service.