Shocking handling of ***** case for customers of 46 years

Over a week, and no reply from ABSA on the below mail to their *****customercare @absa.co.za mail address. Not even an acknowledgement of receipt. Truly shocking to see how you treat your long term customers, and a ***** request to boot. Trying to assist my grandfather with his query, makes me eternally grateful that I don't rely on ABSA to handle my finances.

"Good day,

I am contacting you on behalf of my grandfather, Mr (Removed in Hello Peter), and his query linked to the reference (Removed in Hello Peter). My grandparents have re**** on ABSA (initially in the form of Trust Bank) for the past 46 years.

I would like to voice my sincere displeasure in the experience he has had in resolving his dispute, together with the confusing feedback that he's received. Apologies for the lengthy mail, but I want to combine as much of the detail as possible.

My grandfather was checking his balance at an ABSA ATM in Nigel, and withdrew cash from a linked account. During this process the ATM went off, and upon restart, did not return his card. He called to have the card cancelled from the ATM, and went directly to the Nigel branch to change his PINs and get a replacement card. No one was around the ATM at this time, or offered him any assistance around the ATM. Once at the branch, he was informed that over two withdrawals, R4,000 had been withdrawn from his account: R3,000 from his credit account, and R1,000 from his Cheque account. For neither of these, nor his prior withdrawal, were there any SMS notifications sent to him despite these always having been active in the past.

Over the following weeks, he has had contradicting feedback from ABSA. He has received phone calls promising that the money would be returned, but in this past week he went to the branch to follow up on this return where he was told that the reimbur*****t was still pending head office approval. On a subsequent visit, he was then informed that the ABSA investigation found that the compromise did not emanate from ABSA and resultantly the claim for R3,000 had been declined.

By my understanding from the Ombudsman for Banking Services in South Africa, ATM Banking Bulletin, the Code of Banking Practice indicates that... "Unless we [the members of the Banking Association of South Africa] can show that you have acted **********ly, negligently, or without reasonable care, we will refund you the amount of any transaction together with any interest and charges associated with the disputed transaction in the following circumstances and after consideration of all the facts: [...] 7.8.2 for all transactions not authorised or effected by you after you have reported loss or theft of your card or chequebook or that your PIN may be compromised."

For a pensioner, R4,000 is naturally a lot of money to lose. But over and above that, my deduction from the resolution and the above, is that the cancellation was never actioned, or that my grandfather is being accused of *****. He has been having sleepless nights over this impression in particular.

Thus, I request the evidence that the thorough investigation conducted by ABSA be shared with us? Specifically, any video footage from the ATM on the day it went off and restarted, to ascertain who had access to the card. Further, the reason that the card was not cancelled following his phone call, and finally the details regarding the account that the payments were made to and the authorization for these transactions.

My grandfather has always taken every reasonable step to ensure that the safety of his card and pin are not compromised, up to the moment that he phoned to have it cancelled. For a customer of nearly half a century, I would appreciate clear contact and a speedy final resolution, with evidence to show how ABSA concluded that your security was not compromised, but that my grandfather acted **********ly, negligently, or without reasonable care.

Thank you, I look forward to your response. Pieter Bouwman"