very bad service from ABSA

COMPLAINT – RE: ***** DEPARTMENT

On 24 July 2018 the incident occurred where R6050 was taken (******) out of my bank account. I was at work at the time when I received notifications on my phone @ 13h30, “huawei device has been delinked from banking profile, following another notification…”a new Samsung device has been linked to my banking profile”If this is not you call: ********** 557. Soon after another notification, stating that payment of R6050 made to Absa bank MK (@13h32)

I immediately contacted the number on the notification and Shadile Madisha told me to block my profile as to prevent further theft. She told me to go to the nearest Absa branch, which was in Paarl at the time of incident. Mrs Christians at Absa-Paarl assisted in resetting my profile and verifying that I am the account holder. I asked her to assist with the next step/steps and she called the help desk and got a reference number. She did not seem sure of the process neither did the person on the other side. (that was it!) On the 25th I wanted to report the internet ***** incident @ SAPS but only had a reference number and decided to call the ***** centre again where I was instructed by Kenneth Hlagala that there were indeed forms needed to be completed in order to proceed with claim/case. Once they receive and process forms an investigating officer will be appointed. He was quiet surprised that nobody had informed me about the procedure. Thereafter I reported the ***** case at SAPS (CAS610/7/2018) and emailed the ***** department with the necessary documentation.

On 28 July 2018 I received an email from Carly @ Risk Connect Zone that an investigating officer will be appointed. I am still waiting for him/her to make contact. On 13 August 2018, I phoned twice to get hold of the investigating officer and was told that they are not allowed to give out details and that the investigating officer will contact me. Nobody called. On 14 August 2018, I called to speak to their team leader, Albert Radebe as this was becoming ridiculous that the investigating officer has not made any effort to contact me. Promise Majozi took my call where I requested to speak to Albert Radebe. I spoke to Albert and explained my frustration and said he would escalate and come back to me. Albert did not contact me!. Later I called again and spoke to Pheresn Theresa and she said that he was in a meeting at the time and she would ask him to give me a call. She also confirmed that nothing was done on their end with regards the investigation. Again Albert did not contact me! On 15 August 2018, I send and email to Carly -Risk connect Zone and inform her that still nothing was done on their end as she email me at the start of incident with regards the investigation that someone will be appointed. On 16 August 2018, Aaqila Davids contacted me and questioned me about the incident and said the investigating officer would contact me. Then on the 27th I noticed that a journal was done on 24 August in the amount of R1522.95. I called the ***** centre on 28 August and Lerato gave me a new reference: ASZA ********** 13 which was linked to the payment/amount mentioned. I told her that this was unacceptable that I haven’t heard a word from the investigating officer and still not having a name. Nobody had the decency to communicate or discuss the outcome with regards to this matter. This is pathetic that R1522.95 was paid and R6050 was ****** from my account on Absa’s clock!I demanded a name. Lerato eventually gave me his details (Sfiso Mathebula). He was not available at that point in time and said that she would escalate the matter and have him contact me. He never contacted me. On 29 August I called to speak to Sfiso again – This time I requested his email as I was fuming at this stage. I have send him an email and still no response! Email attached. On 3 September I went to see Annerie Basson at Absa Stellenbosch to assist. She made several calls and emails but had no luck. She ended up the same as I did – NOWHERE! On 5 September I contacted Albert Radebe again, after holding on for several minutes, eventually got to speak to him. I explained my frustration that the investigating officer had no contact with me whatsoever. The outcome was not discussed and a mere R1522.95 was paid into my account. I need an explanation. He said that he would escalate matter and call me back. I have send him and his Manager, Nthabiseng Nkutha an email referring to our conversation and that I was awaiting feedback. He called be back @ 15h15 and confirmed that Sfiso the investigating officer will call me… Should I not hear from Sfiso before 5, I had to give him a call back so that he could escalate to his Manager-***** centre (Nthabiseng Nkutha) and investigating Manager (Alan Ramotsehoa), which I did. I HAD NO RESPONSE UPTO NOW!

Please help!