Poor conduct & lack of product knowledge from ABSA Mall at 55 branch

I opened a deceased account with ABSA on 19 September 2023 and was advised after the activation thereof, to register for internet banking at any ABSA branch. I visited the Mall @55 ABSA branch to do exactly that on 23 September 2023. I was told to join the queue as I just said I am here to register for internet banking.

I didn't even wait long, a different consultant by the name LERATO LEEUW, THE FACE OF MY DISGUST WITH THE NON-EXISTENT PROFESSIONALISM EXPERIENCED AT ABSA right now approached me, I explained my reason for being there. With much surprise and belittling attitude she asked "you don't have internet banking?" I explained I am not banked and what I was advised. As a non-ABSA employee nor client, if I was given half information by her colleague, I believe Lerato Leeuw's training, product knowledge and professionalism should have kicked in and protected the brand and not give theatrics she was pulling up for show as if I created this information myself. I even leaned back & held my knee to calm myself down as I was not understanding the hostility from this lady I have never met before next to another client in line. I tried to put it off to another client who upset her before me but she wasn't letting down her attitude when I rationalised it to some client just rubbing her off the wrong way.

I reiterated what I was told that "because it does not have a card, I needed to transact online". She got even more dramatic explaining the same thing I just said but not displaying any product knowledge nor professionalism of why that can't be. I explained "you are surprised at my request when I received this information from your colleague, yet you are both from ABSA?" She responded "I am also surprised at what you were told because a deceased account doesn't have internet banking". I asked how is my attorney then going to transact because they need me to open this account?. You will have to come to the bank to transact was her response. I was perplexed because she hadn't said anything given my attorney who PREFERRED ABSA and what I was told by an ABSA very capable consultant as she was training someone on the process and I got the gist even though I am not an employee and couldn't see screen for screen.

I took out the business card of the lady who helped me open the account initially and requested we call her so that she explains through ABSA jargon her advice to me as she Lerato was repeating what I was saying with theatrics and disgust as if I am some illiterate pauper who came to beg at ABSA and was wasting her time but wasn't giving the right information as she claimed I was wrong not.

Not once did I get a sense of lerato's product knowledge, training nor care to learn if she didn't know because I got a sense that she didn't know the actual process hence the rudeness. I took out the business card and she asked "do you have airtime? You can call or sms her because I am telling you we can't do it, so wait there until she responds to you" and walked off to 2 of her colleagues. I don't even want to entertain my appearance as a factor for her outright dismissive behavior and to deduce her conduct towards me as an obvious "tomboy" as it will open another can of worms when her job is just to make money for the bank and respect whoever walks in yet her attitude was charged with something. Maybe that is how she treats customers and clients there because she feels she knows the caliber of the people.

1 colleague was assisting a customer and the other helping out and she budged in the interaction to explain the "situation" in front of another customer because I apparently refused to take her word so they must explain to me (because I am dumb right, yet the person feeling so mighty could only tell me why it can't be done without reason nor solution).

Now I am the spectacle of her silly adult tantrums as the clients now turn to look at this "impossible customer" yet your consultant as ABSA couldn't articulate her training but repeated what I was saying with attitude without an answer to my now current situation.

I stood up to leave as I was getting upset and didn't want to cause a scene and the 2 ladies who she ran to tell on this "impossible customer" told me to sit down they will assist. I eventually got assisted and was given full information that in order for the account to be linked, I needed to open an account in my personal capacity in order to get a card, activate internet banking and only then link the deceased account to my profile to transact.

Such a simple explanation could not be delivered by LERATO LEEUW. I wasn't even upset at hearing that even though it is not something I want to do, but because I need the process concluded would do it and close the account immediately after, all because of the good service I received from the Centurion branch though I was given half the information there. Employees are human and can have that oversight.

ABSA Mall @ 55, if your staff is overwhelmed, please direct them accordingly to ICAS because I as a customer cannot be at the receiving end of whatever they are going through. Right now, whether she is going through something or she is just a rude person I don't care now and I demand a written apology from this Lerato. I have withstood ABSA's shortcomings for so long and this uncalled for treatment was the last straw. I will not stand this any longer because clearly this is how then the bank operates and the attitude of many. I still personally made sure that both my late moms vehicles with ABSA were paid up after ABSA failed to communicate the balance of the other vehicle when they had said it had credit life for over 2 years to suddenly repossessing the car 3 months before the debt would have prescribed without communication of this debt in over 2 years. I could have easily taken this to the Ombudsman and still can because it was an obvious ambush after the bank failed at their processes and used tactics for me to have me comply under duress because that is what it was, as they had *******ly repossessed the vehicle and gave conditions without proper procedure followed.

Even on my email regarding that, I was empathetic regardless the trauma of feeling like I let my late mom down when it was your issue, seeing her property being reposseseed without communication for over 2 years nor a letter of demand on the day of the repossession. We had to track down the vehicle because I didn't know if it was really ABSA that took the car as no documentation was received. I was lenient, I understood that someone would have had to take the fall but now it seems the whole ABSA has a problem and it is sad for the people who represent you well and keep us neutral.

I still agreed to open an account with you because my attorney banks with you regardless this mediocre service because you have awesome staff that will take charge and rectify. I am human, I understand mistakes happen but my experience with you guys and this being the last straw doesn't seem like it is an isolated matter of poor conduct or training. I get it, some people push their way through life but check your branch cameras please and hope you get some audio because that attitude could have been personal but with social media, I respected my employer and had to protect my own brand within your brand, it is called emotional intelligence. I have power of attorney on my wife's ABSA account and because of this lady, we have had the discussion that once this is resolved because I want you to also provide ways on how to close this deceased account, I would like to have her with a bank I will know understands customer centricity and you have Lerato to thank for that.