Terrible Customer Service from ABSA Landross Mare (PLK) - Consultant Name: Kgabo

Experienced terrible experience at ABSA Branch Customer Service at 52 Landdros Mare St, Polokwane Central, Polokwane, 0699. ***) on Tuesday the 31st August 2021. Consultant's name is Kgabo. Below is what transpired.

At the Branch at about 14:15 and there were customers queuing outside due to Covid restrictions. Finally got inside the branch at 15:00 and while queuing inside, I observed that all 3 tellers that were on duty were handling queries long and on average 30mins or more. And in between consultant will be busy but someone would come and have the consultant assist with another transaction while there is already a customer waiting for their query to be resolved. Branch even closed while we were inside waiting.

Finally I ended up being called up by Consultant by the name of Kgabo. I explained to her that my daughter lost her Mega-U card (Acc#: ***); I am the signatory for my daughter and I needed her to assist me in issuing another card. She told me that my daughter was 17 and that she was supposed to have an ID. She also mentioned that my daughter is now an adult and that the bank can only assist my daughter. She said she will not assist me with re-issue of the card. I advised her that was very unhappy with the service she is providing and also told her that I will be escalating the matter to head office.

Kgabo lacked standard skills of dealing with customers because if she took time to check my account, she could have picked up that I am still listed as the signatory and the other fact is that the only proof of identity that the bank has is my ID and my daughter's birth certificate. Kgabo's actions might have been condoned had ABSA had my daughter's "ID" and "signature" as signatory on her own account.

The Branch in question can review camera footages of the day in question and assess how consultants in Customer Services were dealing with queries.

Yesterday (01/09/2021), I went to ABSA Branch in Mall of The North with same query. Their service was very efficient and I was at the branch for 10 minutes max. Consultant did all the necessary checks and my daughter's card was re-issued and I was quite impressed with their level of Service.

As customers, we need to expose worker's like Kgabo because they make us as customers make unnecessary trips due to lack of respect to customer service. We need employees who understand the reason why they occupy a specific post and the impact that their laziness has on the overall business. Managers also need to closely monitor how employees conduct their work when serving customers.