Poor service

Good day

Prior to lockdown, myself and my mother went into one of your branches to activate the banking apps on our cell phones in order to minimise trips to the branch during lockdown. The person who helped us assured us both that our beneficiaries which we normally paid at the ATM would appear on the apps. This was correct in the case of my mother, however my beneficiaries do not show on the app.

Today I phoned the app helpline in order to try rectify this. Firstly I was on hold for over twenty minutes before the consultant first answered. Only to be told that this can only be done in branch. I asked to speak to a supervisor who checked both my, and my mother's accounts, and also told me I need to go to the branch. 40 minutes on the phone, and no solution.

I honestly think that during this time, ABSA should update their processes in order to minimise the need for the clients to go into the branch and should promote the use of telephones etc to minimise both the risk to clients and staff. Surely the less clients who need to go directly to the branch, and the greater your ability to help clients remotely, the greater your service to society as a whole in terms of preventing the spread of this ********** virus? In times like this surely an organisation as large as ABSA would take such steps?

I honestly feel let down that ABSA has not made functions such as this available to be done remotely in order promote the health and safety of both your staff and clients.