Rediscover Terrible Banking #ICanWithAbsa – Worst Banking Experience

Deplorable Service: Private Assist, Internet Banking and ***** Units

On the 30th of May 2022 at around 21:47 pm there was a ********** transaction that took place on my bank account. I noted this transaction, and by 21: 49 pm, I had contacted Absa Private Assist, and asked them to immediately freeze the ********** transaction and block my accounts. My bank accounts were then blocked, and I was told that the ********** transaction could still be stopped because it was caught early. However, that was not the case because for the fifty (50) minutes that followed I was transferred between the Private Assist, Internet Banking and ***** Units. Each of them did not offer assistance at all, to the extent that at some point several consultants from the different units all ended up on a teleconference at around 22:10 pm, confused about what to do, and how to halt the ********** transaction. Nonetheless beyond all of this the ********** transaction cleared, and the confusion amongst all the people assisting me in the Internet Banking and ***** units continued.

Towards the end of the call, one of the consultant’s admitted that “they have ninety (90) minutes to stop the ********** transaction” from clearing, but they did not. I was then told that I needed to open an internal Absa ***** Case, which I immediately did. I was then told that the Absa ***** unit would immediately contact Capitec bank and inform them to place a hold (freeze) on the other account, in which the ********** transaction transferred the money into. I do not know if this was ever done because there was never, and update provided to me. After, I opened a Absa internal ***** case, which I did, and I was then informed by the consultant to also open a ******** case with the South African Police Services (SAPS), which I also did, and I was further asked to get an affidavit from SAPS, indicating that I had been ****** earlier on that day; which I also did and sent to Absa. I was told that “We have received your email and one of our experienced ***** specialists will be in touch with you within the next 48 business hours”, Well Absa it has now been nineteen (19) days since I reported this matter, and I am still to be contacted.

Does it take Absa nineteen (19) days to assist, investigate and update your clients? Absa, how bad are you as a bank, that ********** transactions can clear even when they are reported immediately? How bad are you as a bank, that your teams are incapable of delivering on their jobs?

If the above is Absa's definition of client service, Rediscovering Absa and #ICanWithAbsa, then it makes complete sense as to why your consultants were so confused about blocking a ********** transaction that was reported within two (2) minutes of it occurring. It makes sense why they did not want to give me reference numbers for the calls because it shows that there is a sense of broader organizational dysfunction. What are the controls that are in place, and how does one even go about raising such issues because one could even infer that it speaks to a sense of incompetence?

Revolting Absa Branch Service In addition to the terrible service that I received from your various agents in Private Assist, *****, and Internet Banking on the 30th of May 2022. Your branches are even worse. After the above incident happened; all my bank accounts had been blocked, and I needed to go into a branch in order to get a copy of my bank statement. This was necessary for me to proceed with opening a ******** case with the SAPS so that I could provide Absa with the case number. I went to your Absa Main Street Branch, Marshalltown to get this document. When I arrived there and explained the whole above ordeal and why I needed to get my bank statement. One of your consultants giggled and laughed in my face because I was so flustered. Ultimately, one of your other consultants helped me because she could see that I was not impressed with the other consultant’s behavior.

After this experience at your Absa Main Street Branch, I then had another distasteful experience at another one of your branches. Because, all my cards were blocked, and new cards were ordered for me. I needed to go and pick them up at your Absa Cresta Branch. When I arrived there the consultant outside the branch assisting people with “registration”, insisted on speaking isiZulu with me. I speak seTswana, so I kept responding to him in my own language. I then waited close to forty (40) minutes before I was able to see a consultant. I was then told that only one card had been ordered instead of two cards. At this moment, I was honestly not disappointed or shocked by Absa’s horrifying customer service.

Does Absa Bank now expect me to go and wait Forty (40) minutes again in order to go and collect my additional bank card?

The past nineteen (19) days trying to address the ********** transaction with Absa has been nothing but terrible. I am still waiting to be contacted by Absa to discuss this matter. What is the purpose of having Private Banking when the service is so terrible? At this rate, I am running around sorting these matters out. I am seriously considering moving all my banking needs from Absa to somewhere else.

This has honestly been one of the worst experiences with Absa ever. How would you expect one to continue banking with you when this one incident exposed the unprofessionalism of your respective teams across the board? What is it then you intend on #Rediscovering as per your new campaign because your teams are barely delivering on the basic services? Do you intend on #Rediscovering how to service your clients, and call them within the forty-eight (48) business hours that you set out for yourselves?