WFS / Absa - Poor Service

Dear Absa, Please accept responsibility on some of the below, I have logged this complaint to Woolworths, they are saying that this is an Absa issue to be resolved, I spoke to your consultants in the contact centre, have also been to your Tygervalley branch, still no confirmation on the issue being resolved, Woolworths and Absa consultants all seem to be confused about who owns the responsibility to resolve my issue, online banking? credit card division? In branch? Woolworths? I have been sent from pillar to post all week. The consultant in branch, I think her name could be Candice, tried to resolve the issue, sent an email, told me feedback within 24 hours, that Tuesday, it's Friday today and still no feedback

Woolworths complaint below. https://www.hellopeter.com/woolworths/reviews/woolworths-financial-services-absa-pathetic-service-***

Good day,

I would just like to express my utter disappointment with the complete incompetence and poor service that I have received this week between Woolworths and Absa regarding the activation of the pin status on a credit card to login to the credit card banking website.

>I called your contact centre Tuesday 04.01.2022, was referred to Absa >Called Absa, they eventually said it's something that needs to be resolved in branch >I ended up driving to Tygervalley Absa, waited in line for 25min, got to the consultant, the consultant said she could not resolve the issue, "escalated the matter?" said someone would contact me within 24 hours, >Today is the 07.01.2022 nobody has made contact, I have made contact with Woolworths and Absa today and after another 30+minutes on the phone someone eventually managed to accept the complaint and escalated it to her Team Leader.

I urge you to please pull the calls and listen to the calls of people that have just passed the buck, from the names that I remember today I spoke to Kouthar, she said she will call Absa herself and will provide us with feedback, when all she did was transfer the call to Absa? (This should not happen! Proper communication is imperative when dealing with your customers!) after speaking to the consultant at Absa for 10+ minutes, she pretended she could not hear me and dropped the line. I called Woolworths again, the person that answered the call pretended they couldn't hear us and left us on mute? a clear issue of call avoidance within your contact centre, dropped the call and had to call back again!

I eventually called back and managed to speak to Nazeefa who eventually tried her best to help me and dealt with the complaint. I understand the issue is currently with Absa however the credit card is with Woolworths and Woolworths should own the complaint and get the complaint resolved for Your customer, the customer should not be given the run around for this!

So now after almost a week of running around trying to get this issue resolved, approximately an hour on the phone, 40km on the road, 30 - 40 minutes at an Absa branch, I am at exactly the same place I was at the beginning, Nowhere???

PS - Woolworths generally provide us with such great service, I am extremely disappointed in the lack of urgency my query / complaint deserves

Please could someone contact me to get further details about the complaint, because I would appreciate these calls get listened to and given feedback on the service I have received this week because I don't believe it to be up to standard.