Money cept by ATM

Good day

Please I need assistants to resolve a problem that occur on Friday 13 July 2018 at the Absa bank East Rand Mall Branch. We went to deposit our rent money at the ATM, during this transaction there was an notification that one of the bank notes a R20,00 was faulty and needs to be replaced. This transaction however was not completed and the ATM says transaction cancelled never returned the cash. This incident was reported at the information desk were we waited for about 25 min before anyone assisted us. At the information desk a lady who introduced her as Lily assisted us. We explained to Lily that the money as reserved for our rent that was due that day. Lily informed us that this incident would only be rectified after 5 to 7 business days. A form was handed back to us which displayed the particulars with regards to our complaint. During this event another two people complaint about the same problem that occurred at the ATM's. The same process was explained to these customers and you could see that they did not understand the explanation given to them.

We asked Lily if Absa is going to pay us interest on the money. Lily just walked away and when we confronted her she referred us to her supervisor. We also confronted her why Absa did not take any proactive steps informing their customers of the problem that Absa is experiencing with the ATM's. On previous occasions we made the deposit at the tellers with regards to our rent. Absa then inform us to make use of the ATM's for this purpose, reason that this is more cost effective and helps with the congestion inside the branch.

This issue was taken up with a supervisor which informed our landlord accordingly and that his money would be paid into his account within 5 to 7 working days. On the 17th July 2018 we phoned the branch to follow up on our "complaint", a lady by the name of Randi told us that she will get back to us with regards to our complaint. A lady unknown to me phoned me at 11 on the 18th July 2018 informing that the matter is still pending and will take up to 5 to 7 working days. The document that was handed to us by Lily with regards to our complaint indicated 5 working days and will lapsed on the 19th July 2018. This issue was reported to Absa Head office and up to now without any resolution.

The service that we currently receiving from Absa is not acceptable and not even up to standard and we intent to inform the public accordingly. Absa is luring people to them through false adverti*****t and empty promises but when push comes to shove nothing happens. This incident could have been dealt with in a more professional way. The complaint number is ********** . Kind regards