Pathetic Service - ABSA BOARDWALK PE

A one-star rating feels overly generous given the appalling service I received at ABSA Boardwalk Mall in Port Elizabeth. I visited for two urgent reasons: first, to replace my damaged bank card before month-end, and second, to update my address for a recent car purchase requiring proof of residence.

While waiting, I was asked why I was there. For the card, I was instructed to block and reorder it through my banking app and return in five days to collect it. I pointed out that, with my visibly large, pregnant belly, I may not be able to return in five days and still needed to use my card in the meantime. The staff member stated they no longer provide immediate card replacements. For the address update, I was advised to change my postal address on the app for it to appear on my statement. However, after following this advice, my statement still showed my old address.

Returning to the branch, I was met with dismissive service from a customer consultant named Juanita Erasmus, who seemed uninterested in helping. I felt as though we were an inconvenience rather than valued customers. I explained my address situation: I didn’t have a utility bill in my name, but my husband had a signed lease agreement and a confirmation letter from the agent (dated 24/10/24) listing my husband as the lesee. Juanita refused to accept it, insisting she needed the original, though the copy had all necessary signatures. My husband then offered his Truworths statement, which also wasn’t accepted, despite it being used in the past as it contained an NCR number.

Out of frustration, my husband printed a one-month Standard Bank statement, only to be told we needed a three-month statement. Having worked in the banking industry, he was astonished by this response, especially as we weren’t applying for credit.

Ultimately, we went to a different ABSA branch (PE branch/ Govan Mbeki), where I received a new card without issues, and we updated our address with just the one-month statement. It’s extremely frustrating that my local branch was unhelpful, forcing me to drive across town in my condition. How can one bank operate with such inconsistency across branches?