SHOCKING SERVICE FROM ABSA ***** AND MANAGEMENT

ABSA Bank has absolutely no concept of Customer Service, my friend's bank account was *****ulently accessed and funds removed in December 2025. This theft occurred after a substantial deposit was made into her Absa account. The Absa account is managed by ABSA Private Wealth. Since 24 December 2025 ABSA ***** Department has deactivated the internet banking whilst they were investigating the *****, which we believe was perpetrated by someone in ABSA, as my friend is in the UK recovering from open heart surgery since November 2025, I have Power of Attorney on the ABSA account, but do not have access to the pin or password on the account, besides me only ABSA knows about the deposit made in December 2025, the *****ulent Cashsend transactions started just after the deposit was made. Since the middle of December 2025, ABSA's ***** department has been investigating this *****, and the ***** department blocked access to the bank account. Since the middle of December 2025 to date, 3 March 2026 ABSA we cannot access the bank account. Last week we were advised the funds that were *****ulently accessed were refunded to the account, no explanation given. Because we have no access to the account I escalated the matter to the CEO's office, I was contacted on Friday by Stefan Masser who assured me all was resolved and I needed to go to a branch and re-activate the internet banking and change the passwords. I went to the branch and was told they cannot help me as the internet bank facility and account had been blocked by the ***** department. I gave this feedback to Stefan Masser and got a generic email back saying the matter in being investigated I need to wait till 6 March for feedback. Unhappy about this I made contact with the Virtual Bank Private Wealth consultant, Khensani Kobe, trying to get the internet bank reactivated, and was told on Monday afternoon she will get back to me. I emailed for feedback yesterday and was told it's be escalated that Khensani was waiting to feedback from her manager. WHY does ABSA have NO SENSE of URGENCY. It's been three months that there has been NO ACCESS to OUR MONEY in the ABSA bank account. Debit orders for insurance and rates and taxes payments have gone unpaid bounced back and ABSA is charging exorbitant bank charges for these failed transaction, but ABSA shows no interest. This serious lack of basic Customer Service for a Private Wealth Customer is shocking and totally unacceptable. WHY has ABSA blocked access to the bank account for three months, and WHY after the ***** Department concluded their investigation WITHOUT providing feedback, has ABSA not set up access remotely, or re-activated the internet banking with additional safety measure such as OTP’s requirement to verify transaction. ABSA saw fit to deactivate the internet banking WHY have they not re-instated the internet bank facility. IT'S THREE MONTHS THAT ABSA HAS BEEN MESSING AROUND WITHOUT ANY RESOLUTION OR ACCESS TO THE BANK ACCOUNT. This is absolutely shocking service and does not instill any confidence in ABSA's ability to keep their client's funds safe and secure behind their supposedly world class banking systems