Poor understanding of elderly and frail clients needs.

My grandmother’s debit card has expired and she is in frail care and unable to go into the branch to order her new card. I have gone into the Westville branch twice and phoned the call center numerous times. Absa is insisting that she goes into the branch, her nursing home will have to put her into isolation for 2 weeks if she has to go out. Her debit card is of utmost importance as I have to use it to pay her monthly rent.

Very poor customer service and understanding of their elderly and vulnerable clients. We will be closing her account and moving her business elsewhere if she is forced to physically go in.