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1 reviews | Active since Jul 2017

05 Dec 2021, 18:57

Unecceptable service from Absa Bank

On the 4th of November 2021, I reported a ********** transaction on my savings account. My card was stopped, T received a reference number and I had to go to a branch on the 5th to have a new card issued. According to my statement the transaction was done at a Spar around Elandsfontein for an amount of R3000-00 at the same time as I was withdrawing cash at Absa in Lambton, approximately 15km away from Lambton. From thereon I dealt with a lady by the name of Ivy who wanted to know if I was 100% sure that I did not use the card, that the old card was destroyed by the bank and wanted me to go back to the branch to get the name of the bank official who detroyed the card. After this she was simply never available as her phone was either engaged or she would promise to return my calls which she just never did. Eventually I was informed by the call center that Ivy has asked them to inform me that Absa will not be refunding me as I "have swiped the card". They offered to mail me an appeal form. Needless to say that this never happened. On 26 November I contacted a person at Dispute Resolution who promised (on mail) to get back to me in 2 to 3 working days. I have to this day not heard from them. I have asked Absa to explain to me how I could draw cash in Lambton and at the same time spend exactly R3000-00 at Spar, 15 km away. Ivy could not or would not answer the question and wanted to know how I could alleged that my card was cloned if I had no proof. I just need to mention that this is the 3rd time that something like this happen on one of my Absa accounts while I never had this problem with Capitec, Standard or Nedbank After dealing with Absa for 20 years, I think the time has come to close all my accounts with them. They obviously do not need my business.

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Replies (1)
's update14 Dec 2021, 19:11
Reviewer Update
After my complaint to Hellopeter, I received a response from the bank. I have again explained to the lady that the ********** transaction (which appears to be a purchase at Spar South Rand DC around the Elandsfontein area) happened at 11.29 which was only 12 minutes before the cash withdrawal at Absa in Lambton Court. The distance between these points are between 11.7 and 22.4 km depending on the route taken which results in a traveling time of between 24 and 33 minutes according to Google Maps. This does not take into account getting from the site in Elandsfontein to the parked vehicle, packing whatever was bought in the vehicle and again finding parking at Lambton, walking to the bank and get to the front of the line at the ATM. In my opinion, it would be impossible for a person to do this in only 12 minutes. There is only one card for this account. Yolande’s answer to this was that Absa does not take these facts into consideration but only go according to their system which cannot be wrong. Well there is clearly something wrong. Yolande then offer me the amount of R1000-00 to compensate me for the inconvenience. I obviously declined this offer as it does not make sense that Absa would offer me 30% of the amount I lost if they had absolute proof that I was responsible for this transaction and when they also did not accept some form of liability. Absa has now notified me by electronic mail that they have closed the case. I find it hard to believe that a financial service provider can disregard clear facts because their “system can’t be wrong”