Pathetic customer service

After the "technical difficulties" experienced with the banking app on 21 May my passcode was locked. The social media team posted on 22 May that the problem was resolved - but I still could not log into the banking app. I also could not reset the passcode: I received no error code just that the process failed due to a "technical error". I reported this to Absa via twitter (since the formal support channels take up to 14 days to respond and are not adequately trained to resolve even the most basic queries). I was issued Case Ref no ********** .

Given that I had payments to perform and required the banking app for verification I asked that the problem is dealt with urgently. Despite this I only received the first response from Absa on the afternoon of 24 May. It was clear that the person investigating didn't read any of the messages since he just asked me to reset the passcode in the app. I asked that he give me a call to resolve the matter without more delays (and provided my number). I received no response. At this point I tried to re-enroll my device, but that was also unsuccessful since I required the previous passcode (which didn't work as stated before).

On the afternoon of 25 May I received another response that simply stated that they can see that I attempted to enroll my verification device on the 23rd but didn't complete the process. A fact that I shared with him on the 23rd already. No resolution was offered. He also said he was unsuccessful at contacting me and that I need to send him my number - I have done this in two previous e-mails, but it did appear that none of my e-mails were read. Regardless, I didn't receive any calls (even after sending my number for the third time).

I had to make other arrangements to perform very important payments given Absa's lack of urgency. This seems to be a trend since this is my second complaint this month and I am not alone given other complaints on social media and hellopeter.

Can someone please investigate the matter and provide a solution so that I can use my device for verification again. Hellopeter doesn't support international phone numbers, so please find my number in the emails on the referenced case number and get back to me.