Take all my money and offer me a glass of water

I went into the ABSA Middelburg branch just before closing time, desperate for help. My boyfriend’s account had been *****ulently accessed, and all of his savings—money we’ve been putting aside for an overseas trip in just four days—was taken. I was in tears, hoping someone at the branch could urgently assist since I was closest to it.

A teller called me over and casually suggested I call the ***** department. As if that hadn’t already been done? This is the *second* time something like this has happened with his account, and we were looking for urgent in-person help. I then asked to speak to a manager—who only came to see me after about 20 minutes.

The manager’s response was incredibly disappointing. She told me she "knows how I feel." I’m sorry, but unless you’ve had every cent you’ve worked hard to save ****** days before a major trip, you don’t know how I feel. She seemed indifferent, offered me a glass of water and no actual help. Shockingly, she couldn’t even access my boyfriend’s account to give me *any* information or support.

I ended up leaving because I was more concerned about getting back to my boyfriend and making sure he was okay. The manager promised to call me with an update—but never did.

For a bank where people entrust their life savings, this lack of urgency, empathy and basic customer service is completely unacceptable. We are still left with no answers and no money.