Poor Customer Service

To Whom it Concern

I have been a loyal customer of the bank for almost 20 years. But recent events have left me wondering if I should change banks. I relocated from the country around 7 years and now I'm settled in Europe. I have kept my Absa savings and mortgage accounts with Absa as I still have an apartment there and look after my family.

Now here is the issue, I changed mobile phones recently and both the online banking site and my mobile app require me to link this new phone to my profile. However to do this, I need to go into a branch to get a code. Obviously I will not pay thousands of rands just to fly home to get this code. So I called Absa. This process started a month, and I have been getting tossed around departments when I call (at very high rates). Recently I was asked to email the RVN department to get notifications via emails instead, it's been a week and no help. In the meanwhile by bills back home are piling up and no help.

Please note, I understand this is a security issue, but there needs to be flexibility for your international customers.

I have resolved that if I don't get help by the end of the week, I will move my business elsewhere.