SHOCKING APPALLING SERVICE & NON-EXISTENT RESPONSE FROM ABSA ***** DEPT.

I am appalled by the proceedings of the case lodged with Absa ***** dept.

A ***** Case was opened with your ***** dept & October-2025 – REF: ASZA-2***4 & ASZA-2***2 handled by ***** investigator PHILEMON. I would like to complaint about my dissatisfaction on how this entire case has not been given proper attention to or any interest of bringing the matter to finality.

I had an unfortunate incident where my ID, Driver's License and my Cellphone was ******. My phone was hacked and various funds were apprehended from my bank accounts via my banking apps. Not only that but micro loans and credit including an Absa credit card of R35,000 was taken with my personal details while I was waiting for my replacement ID with Home Affairs. SAPS & I are still in awe & It is a million dollar question as to how ABSA bank authorized a credit card application & released such a huge amount without proper Identification and biometric checks ((such as fingerprints, etc)

My ID has subsequently been flagged from the South African ***** Prevention Services as instructed by SAPS as my personal details were compromised and to prevent further loans & credit being acquired *****ulently under my name. Absa ***** dept. is aware of all of this and how this current matter has hugely affected my finances negatively & has dented my credit status & records.

On the 02-Jan-2026 @ 11:56am, I called to follow up on the ***** case & was advised the case was closed without my knowledge or any reasons provided. This is shocking to say the least as firstly I cannot speak to the ***** investigator handling the investigation. I must be the one constantly following up for an update on the matter, with no action from Absa side. I was then told that a request will be sent to the investigator to re-open the matter and call me urgently with an update.

I called again 07-Jan-2026 @ 13:20pm to follow up again, I was put on hold for about 10-15mins while they are trying to get an update from the ***** investigator (Philemon), I was the advised that he is still busy with the case & that it has been referred to another dept. to adjust journals and that I will receive an email in 7 days with a letter of the final outcome and timeframe of when credit records will be updated with Transunion.

Again 27-Jan-2026 @ 09:03am, very frustrated I called the ***** dept. to follow up yet again. As usually I was placed on hold while they get an update from the ***** investigator (Philemon) . I was again told the same story that he is still busy adjusting journals.

It is absurd that every 2nd week, I need to follow up with the Absa ***** dept. This is shocking to say the least that your ***** dept. after being given ample of time to do their investigation, that even after 3 months they are still dragging their feet with this matter. There is no sense of urgency or care on how the matter at hand is affecting the next person.

Firstly, I expected a courtesy call from my investigator or someone at the ***** dept, but that never happened. Instead, I was just slammed with a dismissive response every time I would call for a follow up . I am honestly up to my wits with ABSA bank, and it is really disappointing to see such a reputational bank, not upholding the TCF yet their staff lacks communication, providing feedback & not attending to urgent matters .

This matter has been very stressful, as not only has it affected me financially and my mental wellbeing, but it has put on hold my home loan application until such time my credit records are rectified. I do not have the luxury of just sitting, constantly calling, and waiting on ABSA bank to decide to give me proper assistance in resolution to my query and bringing that matter to finality. I need this matter resolved ASAP.

Your prompt response will be highly appreciated as my patience is running thin.