Poor Experience Overall Questionable

I have been dealing with a ********** case that has happened to my account at ABSA since July 2017.

At first, when the suspicious transaction occurred I immediately reported it. Absa said that they will investigate the issue and it will take about 5 business days. They said that they will get back to me, but after 5 days passed no one called me. I started to follow up on the case.

Then I was told that I was not going to be refunded because the result came back saying that I made the purchase of the product. Now, this purchase was made at an Apple Store in Sandton. I currently personally don't own any Apple products, and secondly on my bank statement there was a word "withdraw" the last time I remember we cannot withdraw month from Apple. Also on the statement it says B2B, as far as I know I am not allow to purchase B2B products with a personal bank card, yet alone this card needs a pin.

Now, I printed out the transaction and went to the Apple store directly to see if they recognize this transaction. I got a email back from the manager saying that they will need more information to confidently say that they did not receive this transaction.

This is when I started to liaison with ABSA my point of contact was Brigid Motuba. I constantly kept trying to get a hold of her through phone , but still today ( I tried calling) I have not spoken to her on the phone. There was once I called and someone picked up, I gave her a load down on my situation and my point of contact. She then gave me her team leaders contact (Agent Motaung) I felt like finally I get to talk to someone.

Agent at first did respond to my emails and said that they will send an investigator to the Apple Store in Sandton to find out more. Still today I have heard no word about this investigator and his outcome.

So I thought to myself may I can take some action in trying to speed up the process to prove that I was not the one who made the purchase so that I can get my money back, I contacted the manager at Apple again to see if we can do an investigation on their side to see if this transaction really occurred on their side. He said that I will need to provide them with the account number that the funds were deposit to. I then emailed Agent to see if I can get this information from her so that I can give it to the gentleman at Apple. On October the 16th she said that she will provide me the detail COB, but here I am 24th of October still waiting for her to provide me the account number. From the October 17th to the 23rd I have sent three very friendly emails asking for the number, but still I have not received an email from her.

I am very disappoint in the service I am getting from ABSA and when doing any larger and more serious transactions in the future. I am very hesitant with ABSA because of the service I am getting and also how this whole ordeal start.

I do not mind ABSA telling me that you purchase (whatever product) on this date, because if I did, then I would have the product. However, their simple reasoning to not refund this is that I was the one who put in the pin. I also do not mind going the extra mile and getting the information so I can pass it on to Apple so that they can verify this transaction, but I cannot because no one is responding to my email even though I'm sending it directly the person.