Urgent: Ongoing Unresolved Complaint – Poor Service and Lack of Resolution

Urgent: Ongoing Unresolved Complaint – Poor Service and Lack of Resolution

Dear ABSA Customer Care,

I am writing to express my deep dissatisfaction with the way a complaint logged on 19 May 2025 has been handled. Despite multiple follow-ups and assurances from both Head Office and Gezina Branch, the issue remains unresolved as of today, 27 May 2025.

On 23 May 2025, we received an email stating that the case would be closed at 16h30 the same day, based on confirmation from Mr. Clive Foster, the Branch Manager, that the matter had been resolved. This was simply not true. I immediately reached out to inform your team that the issue was still outstanding. Mr. Foster did call and acknowledged that he would look into it, but no resolution has followed.

Later the same day, we received further correspondence from Russel Edwards, stating that the query would be extended until 28 May 2025 and that he would follow up with the branch. Unfortunately, it is now the 27th, and we have not received a single follow-up call or update. This lack of accountability and service is extremely disappointing.

After banking with ABSA for an entire lifetime, over 50 years – this experience feels like a complete disregard for customer loyalty and respect. Given the circumstances, we are now left with no other option but to consider closing the account, withdrawing all funds, and moving to another financial institution.

I trust this message will reach someone who takes client care and service seriously. We request urgent and final resolution of this matter by close of business on 28 May 2025, failing which we will proceed with the above course of action.