Ten weeks to arrange a debit order....and still counting

<p>Absa Walmer Park is my benchmark for a disrespectful and *********** experience, running the banking affairs of its customers in a disconnected, hopeless and inept manner.</p> <p> </p> <p>My 86-year-old mother in law, Doreen Murphy, after banking with you for a reputable 18 years with Absa, requested a credit card facility on 27th May 2016 in a face to face meeting with consultant Rika (after a long wait). Not convinced that the facility was due to her, it took much debate and documentation before Rika finally agreed that Doreen had enough funds to warrant the credit card. Doreen also specifically requested that a debit order be set up to pay off the full balance each month and provided proof of banking at the meeting. With Doreen’s son present at this meeting, it seemed my mother in law was being treated with respect. However, what should be a tremendously simple and standard process – loading a debit order instruction – seems to have escaped this branch, along with the respect that a pensioner and long-term customer deserves.</p> <p> </p> <p>Three weeks later, the debit order was still not in place. Doreen’s son visited the (uMhlanga) Gateway Absa branch for advice, only to be informed that all that is required is for Doreen to sign an Absa debit order form authorizing Absa to process a debit order off an Investec account, and proof of banking. Once AGAIN, proof of banking was sent to Rika.</p> <p> </p> <p>Another two weeks later, the debit order has still not been set up. Rika impatiently told Doreen that all was in order. It seems that once you sign up for a service, you are due less and less respect and politeness.</p> <p> </p> <p>A MONTH later on (4th August), the debit order is still not in place. A call to the Absa Credit Card Line resulted in Doreen being told by Mataseka that Absa needs confirmation from Investec on an Investec letterhead. Doreen called Rika to confirm this and Rika interrupted her question and just put the phone down. Utterly rude and uncalled for; any half-decent organisation would drag you into a disciplinary meeting for such behaviour.</p> <p> </p> <p>So.. does my mother-in-law feel respected and valued as a long-standing customer and pensioner? For Rika, who is unable to work this out, the answer is NO. You and your company do not demonstrate any of the values that you splash across your website and advertising. You are *********** and incapable of a simple debit order instruction. How on earth do you manage anything more complex, like mortgages or investments????? A pathetic and embarrassing situation; you should be ashamed of your behaviour.</p>