Pathetic service ABSA Westgate Mall Branch Mitchells Plain

Poor Service at Westgate Mall Branch Mitchells Plain on 31 May 2025

I am disappointed by the poor service and unprofessional conduct I experienced at the Mitchells Plain ABSA Westgate Mall branch on 31 May 2025, during an attempt to cancel a fixed deposit investment which matured on the same day.

Upon visiting the branch, we were assisted by a consultant named Angela, to cancel the fixed deposit.

We clearly informed her that we only had access to the interest portion, while the capital amount was tied to a bank guarantee issued to attorneys for a property deposit. Angela advised that we could simply withdraw the funds, so we withdrew the interest.

However, we later the morning, we discovered that the capital amount had been automatically reinvested—contrary to our intention and the purpose of our visit. At no point during our consultation were we informed that withdrawal of the interest would trigger automatic reinvestment of the capital.

Upon returning to the branch to resolve the issue, we were speaking with another different consultant, when Angela abruptly and loudly interrupted our discussion in front of several clients, asserting that we "did not listen" to her.

This public confrontation was highly unprofessional and embarrassing. Despite our repeated attempts to explain that we only had access to the interest portion, Angela's demeanor remained confrontational and dismissive.

I requested that the new consultant assist us privately, as the matter was being aired publicly. Angela then returned to her kiosk.

In addition, I would like to highlight the following serious concerns:

1. Angela's behavior was unprofessional and inappropriate, especially in a professional setting dealing with sensitive financial matters.

2. No prior communication was received from ABSA regarding any automatic reinvestment process, yet we were informed by the other consultant that this new process had been implemented earlier in the year.

3. No instruction was given by us to reinvest the capital. Our purpose in visiting the branch was to explicitly cancel the fixed deposit investment.

This entire experience was distressing and completely below the standard of service one would expect from a major financial institution. I am requesting the following actions:

A formal apology from the branch and staff involved, particularly Angela.

Immediate reversal of the reinvestment and full access provided to the capital amount.

Clarification from ABSA regarding policy changes around automatic reinvestments, including why no communication was sent to clients.

Internal training for staff on professional conduct and respectful client interaction .

Ultimately I am extremely disappointed with the service at ABSA Westgate Mall branch. The level of service is unprofessional, and Angela is ***********. Absa should ensure customers are valued and treated with respect and professionalism. Instead of providing incorrect information, staff should be transparent about their expertise and refer customers to specialists when needed. This conduct is unacceptable and seems to be the norm at Westgate branch.