Poorest System, Poorest Digital Strategy, Poorest branch experience, No customer satisfaction.

I've changed my device in last week and since then I've been battling with this absa bank systems i.e. the app and online banking.

Tried online but that wasn't working too so I visited the Rose bank branch yesterday and today.

I spent close to 3 hours in the branch yesterday. Firstly the queue was long and there were only 2 consultants assisting us. These poor consultants try their best, their systems are slow so there is not much more they can do. The wifi doesn't work so customers must use there own airtime & data.

We phoned support and they rather trouble shoot us into higher levels of frustration. So I left the branch unable to access my account yet again.

Today i go to the branch. The lady who tried to help me yesterday's pin pad isn't working. i go to another consultant who tries to fix my app but it doesn't work AGAIN. we then try online banking and it doesn't work AGAIN.

So it's the 20th Dec. I cannot access my account via the app or online banking. i say to the gentlemen that i'm going to the ATM to transfer my money because I'm done with ABSA's incompetence.

I go and transfer money into my other bank savings account. Note I wont embarrass ABSA further by saying which one, but here's a hint -----its blue. Then while doing the transfer i note that the atm doesnt give me the option for immediate transfer but i process the transfer anyway.

Which is my mistake on this process but anyway. So I ask the floor assistant about why the atm doesn't give me the option to transfer immediately and she says it can only be done on the app or on internet banking. I then express my unhappiness with the service and asked her to refer to her manager.

After a few minutes. The manager wont even come to me sitting on the floor, I am then told my manager is calling you. So i go and sit in Sanet's office and explain my entire situation again. I asked Sanet to see what she can do for me and her immediate response is that she will phone someone and see if they can get the payment to me found and made into an immediate transfer but she has never heard of anything like that before. This comment put me in a spin and I then told the manager that it's okay and that she must leave it. she looked at me and said that will call and try though but i proceeded to say it's okay and left the branch.

Not once did i feel like the "valued" customer I am supposed to be to this business.

Summary: Your app doesn't work, Your internet online banking doesn't work, Your branch internet doesn't work, your hardware in your branches don't work, pin pads etc, Your atm's don't have smart functions like immediate payments to other accounts, Your Customer Service Sucks, Your branch manager in this instance was not customer centric at all.

One great thing, your lower level branch staff are awesome (Kopano Matlaopane & especially Zelda Khatide, THANK YOU for trying to help guys), they did the best with the tools they were given.

So guess what ABSA if you want to try and save me as a customer. You can call me on my cell phone and try to help me fix this or you can do nothing and lose me as a customer along with a few of my friends and family and anyone who will listen.