PATHETIC CUSTOMER SERVICE

Today I went to Absa Towers North to update my personal details and I was accepted with a pathetic service accompanied by a bad attitude from both the the consultants(Betty Mohapi) as well as another one which i didnt record the name but the branch manager (Nokuthula Ngcobo) knows her because shes the one that told me to go get assistance from her and she wa so rude. The manager couldnt even handle the situation yet i explained to her how her stuff reacted to me. I wonder how does Absa hire such *********** people who dont even know the meaning of customer service yet they work with customers.

None of the employees at this branch could explain the difference in complying with the FICA act, instead i was told to go search the information in the internet. What if I didnt know how to use the internent then it means that i wasnt going to get the answers I needed .

Here’s my story. I got married on 30/07/2019 and wanted to change my ****en surname to my husbands. Home affairs has already issued me with a marriage certificate and a new ID card.

I went to the branch with a copy of my marriage certificate; proof of address and new ID card. To my surprise I was told that my proof of address still has the old surname and therefore it cannot be updated. Secondly I was informed that I need to bring the original marriage certificate while I had a copy.

What surprises me is that all banks are governed by the same FICA Law and Capitec managed to assist me by only producing my new ID card. What is different with Absa? Why are you operating in the old ways and treat people as if we are still under the old Government? What if I lose my original marriage certificate or get ****** while carrying it to the branch ?

You need to consider security and risk in a broader manner and not only when it suits you. I am a staff member at the same bank but you are treating me like a foreigner in my own country.

Alternatively the branch manager could have assisted me and ask me to bring her the original marriage certificate at a later stage.

Now I’m going to lose a business deal due to the strict and stringent processes which are a RED TAPE TO CUSTOMER SERVICE.

Is my new ID card not sufficient enough to get assistance? If there are any security concerns then why don’t you scan my thumb to verify my identity? To top it all, I have a registered bond with the same bank but they still need proof of address. The only proof of address which I have is in regards to the same bond.

So what more do you want?

I demand the service that is due to me. My details should be changed without having to carry a pile of documents to the branch.

All banks are governed by the same legislature. If capitec can do it then why not Absa?