No Response from ABSA

Subject: Formal Complaint – Misrepresentation by ABSA Staff and Unjustified Deduction of Funds Dear Sir/Madam,

I am writing to formally lodge a complaint regarding an incident involving my ABSA Flexi Savings Account (Account No: *** ), into which funds were deposited in error by a third party, and from which a substantial portion of the deposit was deducted despite prior assurances by ABSA staff to the contrary.

Background of Incident: On or around 11/07/2025, an amount of R600.00 was transferred from a Capitec Bank account into my ABSA Flexi Savings Account. This account had been dormant and carried a zero balance for several months prior to this deposit.

Prior to the funds being received, I visited the ABSA branch in Upington and spoke with an employee regarding the status of my account. I specifically inquired whether any fees or deductions would be app**** if funds were deposited into the account. I was clearly and confidently informed that no deductions or charges would be made, and that the account was still valid for use without penalty.

Despite this assurance, when the funds were received, ABSA deducted over R532.99 from the deposit, leaving me with only a small balance. These deductions were not explained nor authorized, and directly contradict the statement made to me by your staff.

Complaint Points: Misrepresentation by an ABSA employee regarding the fee-free status of my account.

Unjustified deduction of over R532.99 from funds that did not belong to me and were paid in by mistake.

Failure to act with transparency, despite a clear assurance being given in person at your branch.

Resolution Requested: I respectfully request the following:

A full investigation into this matter, including a review of the staff communication provided at the branch.

A refund of the deducted amount, as this deduction was based on false information given to me by an ABSA representative.

A formal written apology and assurance that similar incidents will not occur in future.

Next Steps: Should I not receive a satisfactory response within 10 business days, I will escalate this complaint to the Ombudsman for Banking Services (OBS) for independent investigation and resolution.

Thank you for your attention to this matter. I trust ABSA will act in good faith and resolve this matter promptly.

Yours faithfully, Timothy van der Westhuizen