Poor leadership

To whom it may concern.

I'm writing this complaint not to garner attention to ABSA bank itself, but rather bring attention to the fact that branches are being run with conflicting ideal's.

On Wednesday the third of June I needed to make a bulk deposit into my business account. Due to the deposit's large nature we phoned the Somerset Mall branch ahead of time to clarify if there would be any challenge with me being allowed into the bank and to avoid standing outside. As it's lock down we understood that there would be queues, but for my safety we needed assurance I'd be allowed to wait inside the bank. We were given complete assurance by the switchboard operator so I made my way to the branch. On arrival I walked to the front of the queue and began to explain to the lady at the door what had transpired over the phone. She then asked me to wait whilst she clarified this. After a short while she came back to me and said that she has no information for me regarding this special request. I said there must be a mix up and not to worry I'd get this sorted. I phoned our offices and asked the lady who called to give them another call and ask for who she spoke with so that I may give this information to the lady at the door. The gentlemen on the line was Jaques, he worked on the switchboard and was very friendly and helpful. He asked us to please give the lady at the door the name 'Estelle'. We did this and a short while later Estelle appeared outside the bank and approached me. I began by mentioning the previous correspondence, of which she had no clue. I then proceeded to ask if it was possible for me to wait inside the bank as this was assured to me and the deposit was rather large. She flat out refused my request, sighting the facts that there are people that have been waiting outside for twenty minutes already. I acknowledged this but requested again that I wait inside as it's a safety issue. She again said no, and that she could not guarantee my safety. By this time I realised that I was already feeling anxious being exposed for so long outside and requested her full name, as I would be sure to follow this up and I left. Her full name is Estelle Germishuys.

We have been using ABSA for over seventeen years for our business and I have never been treated so poorly, with absolutely zero regard for my needs and safety as a customer.

I phoned our offices and was obviously deeply disgusted with the events that had just transpired. I asked our offices to call the Somerset West main road branch to see if they would allow me in. They too said the same and that I am welcome to come through. On arrival I was greeted by the lady at the door, whom already knew my name. She took my temperature and called a gentlemen inside by the name of Hennie Ackerman, who promptly ushered me in and took me to bulk room teller where he said I could wait. We began to chat and I mentioned to him what events had lead me to come to their branch, and he too was concerned about the lack of understanding when it came to these types of scenarios. After a short time I was allowed to sit in the queue and wait to be served by one of the tellers. Whilst I was being served by the teller I was greeted by the branch manager, Simone Pregnolato, who knew who I was, and why I was there. She was happy to see me safe and inside her branch. I thanked her for her help and let her know how grateful I was for her assistance. We exchanged pleasantries and I left shortly thereafter.

I understand that we are all going through a tumultuous period in our lives at the moment. Things are far from easy. But when you have such a stark contrast in the way a customer is treated from one branch to the other, it leads me to believe that the issue doesn't necessarily lie with the branch, but rather the leadership therein.