Unacceptable POOR Service and Repeated Failures to Resolve My Query

I am deeply disappointed with the service I’ve received from ABSA and feel compelled to share my experience after giving the bank numerous opportunities to make things right.

It all started with a simple request to change my debit order date to the 25th. Despite sending the necessary documentation multiple times, the matter remains unresolved. As a result, I’ve incurred unnecessary charges, including R160 for every failed collection attempt. Last month alone, I paid a staggering R1,300 due to ABSA’s negligence.

The customer service I endured while trying to resolve this issue was nothing short of appalling:

Call 1: The first consultant hung up on me without providing assistance. Call 2: Koketso put me on hold for 41 minutes, only to hang up. Call 3: Freddie kept me on the line for 20 minutes with no progress made. Despite my requests, Team Leader Jeremiah Sibisi and Shantel Cooke refused to take my calls, claiming they were “busy.” After 23 more minutes of waiting, I finally spoke with Jeremiah. He promised that Koketso and Freddie would review their calls and issue a verbal apology. While I appreciated the gesture, the lack of urgency and professionalism is unacceptable.

Jeremiah further promised on Thursday that my issue would be resolved and assured me on Friday that I would receive an update before the close of business. It is now Wednesday, and I have yet to receive any response or resolution.

Adding to the frustration, I previously communicated with Anton, who promised me that the refund I was owed would be paid by October 23rd, 2024. That date has come and gone, and my refund remains unpaid. Despite giving ABSA ample time and opportunities to resolve this, I am left chasing after your team with no results.

ABSA’s slogan, “Your story matters,” rings hollow when even managers refuse to take supervisor calls. How does my story matter if no one is willing to listen or take action?

I have given ABSA numerous chances to resolve this issue, yet here I am, still waiting for a solution. If my request isn’t resolved immediately, I will move my account to a bank that values its clients and treats them with dignity and respect.

To anyone considering ABSA, think twice. My experience shows that when you need help, you’ll likely face endless frustration and empty promises.

Disappointed beyond words,

Mrs Perman