EG
Elmar G
1 reviews | Active since Oct 2017
25 Oct 2017, 11:00
No FICA notification - Account frozen
My wife's account was recently frozen for FICA reason. She did NOT receive any notification from ABSA to FICA her account by sending her the necessary documentation. She is now unable to transfer any funds or use her card at any store.
I called their call center today. The first lady who assisted me treated me very badly and tolled my that it is the wrong department and that I should call a different number. She then gave me another number. I then called that number only to find out that she gave me a number of a dental institution. I don't know what kinds of people ABSA is allowing to work in their call centers.
I then called yet again. This time a nice gentleman named Riaan helped me and guided me through the steps to get hold of the correct department.
I then called them and was then asked to hold. I held the line for over 22 minutes. After realizing that the phone call will not be answered, I hung up.
So not only did ABSA freeze my wife's account, I also now have to bear the cost for their ****py service.
As we have quite a number of debit orders going off each month - car, full medical aid and much more, we her salary. I am now depended on ABSA to sort this out or otherwise I will face issues on various services.
As ABSA did not notify us, we had no idea that this needed to happen. To anyone who reads this, please change banks as soon as possible - to a bank which would actually notify you ahead of time on FICA or any other actions that require your attention. Be sure that for any financial implications and damages that I face, I will take legal action against ABSA.
Helpful (0)
Replies (6)0
Replies (6)
Absa's replyOfficial
26 Oct 2017, 04:44Dear Customer
Thank you for bringing this matter to our attention. We will investigate the matter and furnish feedback shortly.
Kind regards
Daphne Le Grange
Group Customer Care
Absa Bank Ltd
Absa's reply26 Oct 2017, 04:44
Official
Dear Customer
Thank you for bringing this matter to our attention. We will investigate the matter and furnish feedback shortly.
Kind regards
Daphne Le Grange
Group Customer Care
Absa Bank Ltd
EG
Elmar G's updateReviewer Update
30 Oct 2017, 16:19Daphne or any one at ABSA has not contacted me. So I will go into more detail here:
We were at the Lyttelton branch which did not update our information a few months back as we requested. After we got this issue, we went back to them, but they could not assist us on that day and asked us to come back with specific documents the next day. We decided to go to the main Centurion branch located next to the Centurion mall on 26 October 2017 . The manager assisted us and assured us that my wife will be able to access her internet banking, all of her funds within 48 hours. It is now 30 October 2017 16:15 which is not only more than 48 hours later, but also more than 48 WORKING HOURS later and the same problem still persist. Note that because of this several of her debit orders will bounce and we will need to pay ABSA additional bank fees and suffer from a bad credit record. To quote Daphne:
"Thank you for bringing this matter to our attention. We will investigate the matter and furnish feedback shortly."
I don't know what ABSA's definition of shortly is, but it certainly is not the conventional meaning.
In any case still poor service. Thank you ABSA. I will be seeking legal advice on this matter and also consider contacting the media as soon as possible.
EG
Elmar G's update30 Oct 2017, 16:19
Reviewer Update
Daphne or any one at ABSA has not contacted me. So I will go into more detail here:
We were at the Lyttelton branch which did not update our information a few months back as we requested. After we got this issue, we went back to them, but they could not assist us on that day and asked us to come back with specific documents the next day. We decided to go to the main Centurion branch located next to the Centurion mall on 26 October 2017 . The manager assisted us and assured us that my wife will be able to access her internet banking, all of her funds within 48 hours. It is now 30 October 2017 16:15 which is not only more than 48 hours later, but also more than 48 WORKING HOURS later and the same problem still persist. Note that because of this several of her debit orders will bounce and we will need to pay ABSA additional bank fees and suffer from a bad credit record. To quote Daphne:
"Thank you for bringing this matter to our attention. We will investigate the matter and furnish feedback shortly."
I don't know what ABSA's definition of shortly is, but it certainly is not the conventional meaning.
In any case still poor service. Thank you ABSA. I will be seeking legal advice on this matter and also consider contacting the media as soon as possible.
EG
Elmar G's updateReviewer Update
30 Oct 2017, 17:37Shortly after posting the last post, my wife contacted the ABSA call centre. The gentleman followed up on the issue and contacted the FICA department. The issue seems to be resolved now.
EG
Elmar G's update30 Oct 2017, 17:37
Reviewer Update
Shortly after posting the last post, my wife contacted the ABSA call centre. The gentleman followed up on the issue and contacted the FICA department. The issue seems to be resolved now.
EG
Elmar G's updateReviewer Update
01 Nov 2017, 21:59The issue wasn't fully resolved. Although my wife is able to access her online banking and make bank transfers, her card is still blocked. Why is it such a hassle for ABSA to fully sort out this issue? It's quite logical that you sort out the issue as whole instead of the customer having to call you for every feature of banking that is still not working . I think it's a reasonable request to make from a client.
EG
Elmar G's update01 Nov 2017, 21:59
Reviewer Update
The issue wasn't fully resolved. Although my wife is able to access her online banking and make bank transfers, her card is still blocked. Why is it such a hassle for ABSA to fully sort out this issue? It's quite logical that you sort out the issue as whole instead of the customer having to call you for every feature of banking that is still not working . I think it's a reasonable request to make from a client.
EG
Elmar G's updateReviewer Update
04 Nov 2017, 12:45So we went to the Centurion Main Branch today, which took another 30 to 45 minutes of our time. The same manager assisted us again. With the help of the manager and a person at ABSA support, my wife is now able to draw money at an ATM. But, she is still unable to use it for any transactions at a shop. To make it clear, my issue is not with the service we received at the Centurion Main Branch and especially not with the manager. She was extremely helpful. If anything she should get a raise for the excellent manner with which she treats the ABSA customers. The problem is with the system at ABSA. Once something in their ecosystem gets disrupted, it is a hassle to get it sorted out. My wife has decided that she will be moving banks because of these issues as the process of changing banks will take less time and stress than fixing this issue and taking the risk of this type of thing happening in the future. I will also consider the move should the service and processes at the other bank is better. I hope ABSA learns from this and clean up their act.
EG
Elmar G's update04 Nov 2017, 12:45
Reviewer Update
So we went to the Centurion Main Branch today, which took another 30 to 45 minutes of our time. The same manager assisted us again. With the help of the manager and a person at ABSA support, my wife is now able to draw money at an ATM. But, she is still unable to use it for any transactions at a shop. To make it clear, my issue is not with the service we received at the Centurion Main Branch and especially not with the manager. She was extremely helpful. If anything she should get a raise for the excellent manner with which she treats the ABSA customers. The problem is with the system at ABSA. Once something in their ecosystem gets disrupted, it is a hassle to get it sorted out. My wife has decided that she will be moving banks because of these issues as the process of changing banks will take less time and stress than fixing this issue and taking the risk of this type of thing happening in the future. I will also consider the move should the service and processes at the other bank is better. I hope ABSA learns from this and clean up their act.
EG
Elmar G's updateReviewer Update
05 Dec 2017, 12:55I want to apologize for my much belated reply. Just after my last post, ABSA managed to sort out this issue. Although the initial problem occurred due to error of one of the employees at the Lyttelton branch, when the actual problem occurred, the process was out of the hands of ABSA. The person who I dealt with was not the manager themselves, but still working directly under the branch manager. I want to thank her for her dedication with regards to her dedication and going out of her way to sort out this issue. We read about similar issues with other banks such as FNB, Standard Bank, etc. This seems to be a problem specific to foreign clients. Anyway, my resolved rating will change purely based on the lady who assisted us. Thank you again.
EG
Elmar G's update05 Dec 2017, 12:55
Reviewer Update
I want to apologize for my much belated reply. Just after my last post, ABSA managed to sort out this issue. Although the initial problem occurred due to error of one of the employees at the Lyttelton branch, when the actual problem occurred, the process was out of the hands of ABSA. The person who I dealt with was not the manager themselves, but still working directly under the branch manager. I want to thank her for her dedication with regards to her dedication and going out of her way to sort out this issue. We read about similar issues with other banks such as FNB, Standard Bank, etc. This seems to be a problem specific to foreign clients. Anyway, my resolved rating will change purely based on the lady who assisted us. Thank you again.