Once again, PATHETIC service!!

On Tuesday, 20 August 2019, I sent a complaint as I have been to an Absa branch earlier that day. Here's what happened:

- At 8:30, I visited the Absa Branch in Rivonia to collect money sent via Western Union. The person I spoke to then asked me if I had Absa account and I said no. I was then asked for a proof of address as I need this if I don't have an Absa account. I provided a registered letter from my bank, however the guy told me that it is not accepted and that I need to go inside the branch of my bank to get a statement with a rubber stamp. Later that day, I took off more time from work, unpaid, in order to get the rubber stamped statement. I went back to the Absa branch and was assisted by the same gentleman who then checked my documents and then told me it's fine and gave me the forms to fill out in order to receive money. After completing it, he told me to go back to the queue and wait for the other cashier who would assist me. A few seconds later, he called me to tell me that for a few days, Absa was unable to do Western Union requests if you do not have an Absa account due to some issues between Western Union and Absa.

I have then requested to speak to a manager. I got a lady who then referred me to a consultant to "quickly" open an account just so that I can do the Western Union transactions. After asking about fees of opening the account and other fees, the consultant had a smile on his face and basically laughing saying that he can't do anything about it and that its "only R50". I have tried letting him and the supposed manager know that this is not my issue and that it if I was told about this in the morning already I would have gone straight to a Western Union branch instead of wasting my time coming back to that branch. They were all unapologetic and for some, even seemed as if it was some joke. I got in the branch at 13:40 and only left at 14:50, which forced me to have another hour unpaid at work.

I then lodged this complaint with the action line email, I was promised that I will get feedback within 8 business hours. Someone then emailed me back Wednesday morning (21 August) and told me that I will get feedback within the agreed time. After not receiving feedback on Thursday, I called and was promised a call back as soon as my case manager was done on another call. An hour later I I ended up calling my case managers direct line who promised me that she will ask my case manager who happened to be someone else now, to call me back.

Until today, I have not received feedback and I am now on the verge of taking this to the media and higher authorities.