Unacceptable service level by Funi Nemanahashi at Absa Menlyn Park Branch

Complaint Regarding Unprofessional Conduct of Sales Consultant, Funi Nemanahashi

Dear Absa Customer Service,

I am writing to formally lodge a complaint regarding an extremely unpleasant and unprofessional experience I encountered at your [Branch Name] on 20 December 2024. I was accompanying my mother, who intended to open a late estate account for my late grandmother. Unfortunately, our visit was marred by the rude and arrogant behavior of a sales consultant named Funi Nemanahashi.

Upon arrival, we were informed by another staff member that we would need to wait for assistance, as there was only one consultant available. We understood this and patiently waited for more than an hour. However, when it was finally our turn to be assisted, the experience was both shocking and disappointing.

Ms. Nemanahashi was dismissive, impatient, and rude throughout the interaction. When I inquired if my mother would need to provide proof of address despite being an existing customer, she informed me that it was a requirement for the late estate account. While this explanation was understandable, her tone and attitude were condescending. Her subsequent question—“Who advised you to open a Late Estate Account?”—was completely unnecessary and out of place, given that we presented a letter of executorship.

Furthermore, when I attempted to retrieve a bank statement via my mother's app, Ms. Nemanahashi became visibly irritated and insisted I leave, stating that she could not assist us with me present. This was unprofessional and completely unwarranted. When I asked for her details, she unceremoniously threw her business card at me, which only added to my disappointment.

I find this behavior utterly unacceptable, especially from a representative of your organization. I am not only a loyal Absa customer, but also an ex-Absa staff member and a banker elsewhere, so I am particularly disheartened by the lack of professionalism exhibited. I urge you to take appropriate action regarding this matter.

I would appreciate a prompt response, including information on the steps you will take to address this issue and ensure such behavior is not repeated.