Ongoing Issue with ABSA Banking App Access via Vodacom Network

A week ago, I raised a complaint regarding the ABSA banking app no longer functioning without mobile data when using the Vodacom network. I highlighted this issue as a serious security concern — without access to the app, account holders are left unaware of any activity on their accounts, which poses a significant risk.

Initially, I contacted Vodacom and was informed that the issue does not lie on their side. I then reached out to ABSA and was told the matter was under investigation. On Monday, I received a call from a representative named Rezona, who confirmed that ABSA is aware of the issue and is in communication with Vodacom.

If ABSA has been aware of this problem, why was there no communication sent to customers to acknowledge the issue and reassure them that it’s being addressed? A simple notification would have avoided confusion and concern.

Today, I received an email from Rezan stating that the issue is still under investigation, and that MTN is now involved — despite my complaint specifically referring to Vodacom. I’ve now been told to expect feedback by June 6th.

This ongoing lack of transparency and urgency is unacceptable. When will this be resolved? More importantly, when will the banking sector start treating such matters with the seriousness and efficiency they demand?

___________________________________________________________ We refer to your complaint and conversation on 26 May 2025.

We wish to advise that MTN confirmed that they are still busy with the investigation of the matter.

I assure you that this matter is being given the utmost priority at every stage. I will keep you updated and will reach out again 06 June 2025 to confirm the resolution or provide further progress on the matter.

Thank you for your patience and understanding.

Regards,

Rezona

Sent: Tuesday, May 20, 2025 at 04:15:45 PM GMT+2 Subject: Concern Regarding App Connectivity Without Data

Dear ABSA Team,

I would like to raise a concern regarding your mobile banking app. Since updating the app, I’ve noticed that it no longer connects without mobile data. I am a Vodacom user, and previously, I was able to access the app without needing an active data bundle. This change is both inconvenient and concerning.

Many clients, including myself, rely on the app for urgent and secure access to banking services. In the event of *****ulent transactions, not being able to log in without data could prevent timely action and result in financial loss. As you are aware, most people no longer rely on SMS notifications alone for real-time updates.

I would appreciate understanding the reason behind this change. From a customer experience and strategic standpoint, it seems like a step backward—especially when other banks continue to offer zero-rated access to their apps as a standard feature.

Client convenience and trust are critical in today’s digital banking environment. I urge ABSA to reconsider this approach or provide a clear explanation for the decision.

I look forward to your response.

Kind regards,

Concerned Client ,