Think Twice

I opened a new account 2 weeks ago at my local branch. I had an existing profile on their system ( I had an account there before, like 20 years ago). Been married for a year so my surname has changed. I provided all my relevant docs. The consultant did what he had to do and assured me my account was opened and active successfully. So, my first transaction, being my salary gets deposited on friday evening, I get no notification despite having the phone app installed. Saturday morning I head off early to get groceries, get to the till, time to pay, and every attempt, swipe or tap is declined. Feeling like an ass, I go the the ATM machine to attempt to draw the cash, and again, get messages like not authorised, declined, attempt failed. Log into the app, try to refresh, reset my daily limits, .... nothing. Nothing works, and I have no access to my money!!!!! I leave my groceries behind, head off home as my phone battery is running low. I call the client care, hold on forever, only to be told to reinstall my app.... which made NO difference. I try loading more air time, nothing, denied. I try purchasing electricity, nothing.... Totally cut off. Being saturday, the bank close at 11. So, upset and confused I head off to the branch. So neatly renovated, but oh, the waiting cue, with only 2 client assistants at the counter. I look for someone to advise me what to do, and get told to sit and wait in the cue. It just doesn't move. In the time being, I am wasting my saturday morning, missing a Doc appointment. I decide to head over to the consultant dept. Again, only 2 available, and a few people waiting. I have an account at Capitec, and let me tell you, when you walk in there, you are served within 5 minutes. They have like 10 consultants available to assist. So, EVENTUALLY it's my turn. A very helpful and understanding consultant proceeds to try to assist me. She tells me that due to having 2 profiles, and having a surname change, the account was not FICA'd as yet. And being saturday, the powers that be will only be available on monday. I broke down in tears..... my salary has been paid into an account that was told to me is open and active. The money is there, it's visible, but I can't have access to it..... like what the heck !!! I need my money, I need to get food, electricity, petrol, it's weekend...... So, she proceeded to try assist me. She managed to merge my profile. We checked the app, managed to transfer money into my capitec (in case there were further issues) and walked with me to the ATM to see if I could draw cash, which worked. My app is still not working 100% as I can't update my limits (consultant did it for me on their system) and can't get it right to purchase air time or electricity. The USSD code system also doesn't want to register me. So, I am grateful to the consultant for helping me and being understanding. But, I am not grateful to the initial consultant who assured me my account was open and active (said NOTHING about FICA). What if I was ill in bed, or in hospital and I could not get to the bank personally to sort this out. I would of been in a hell of a dilemma with no access to my own money. Certainly NOT a pleasant experience when opening up a new account. It felt dreadful. I felt desperate for help and totally confused as to why I could not get any access to my funds. And, on top of that, there were already charges on my account from calling the after hour customer care line.. what a cheek..... I opened the account to make my life a little easier, yet I felt like I was being punished. Sorry Absa, you really disappointed me. They do this whole makeover at the bank, but they certainly need an makeover and upgrade quality of service. At this day and age.... things like this should not be happening. What a waste of my saturday morning, and you had me in tears from desperation of trying endlessly to get access to my own money. And no, no apology will make that feel better. Sure hope there won't be more disappointments in the future.