SM
Stephan M
1 reviews | Active since Nov 2010
07 Aug 2025, 08:07
Why bother with supporting documentation when it's not used.
Reference number: ***
The utter level of incompetence and unwillingness to put in any more than the most basic level of effort was exhibited by the agent who I was unfortunately assigned to.
Despite providing all the information during the application, submitting payslips, and explaining the so-called discrepancy during a phone call, it appears that she was simply not willing to refer to anything more than my bank statement.
Surely when doing creditworthiness checks, the agent should have access to all my accounts with ABSA, and also actually use the documentation I submit, but no.
I have had terrible experiences with ABSA Insurance, which is why I am not happily a Santam client. It appears that ABSA Bank's level of service is also dropping to those low standards. It's a shame that the outcome of an application can depend on the competence or simply the mood of the consultant the request has been allocated to.
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Replies (8)0
Replies (8)SM
Stephan M's updateReviewer Update
07 Aug 2025, 17:01Unbelievably, your resolution to this request was to tell me what I already know, and you did not even attempt to address the problem.
Russel Edwards (C-***3) wrote:
" The complaint was referred to our Card Division, which advised our offices that your application was reviewed and declined as they could not establish affordability as per the NCA requirement."
They could not establish affordability, because of pure incompetence and unwillingness to do but the bare minimum. She agent did apparently not have access to my bond account (also at ABSA) to verify installments, and also did not consult my payslips (why did I bother sending them then?!)( And what have you done? Nothing.
Futhermore, Russel Edwards wrote at 11:19:
" I trust that you will be satisfied with the outcome and level of service I have provided to you, and if so the complaint will be closed on our system by 08 August 2025 at 11h30 a.m "
This level of service is an example of what is wrong at ABSA, and clearly aligns with my original complaint.
This is not service at all.
Russel Edwards (C-***3) wrote:
" The complaint was referred to our Card Division, which advised our offices that your application was reviewed and declined as they could not establish affordability as per the NCA requirement."
They could not establish affordability, because of pure incompetence and unwillingness to do but the bare minimum. She agent did apparently not have access to my bond account (also at ABSA) to verify installments, and also did not consult my payslips (why did I bother sending them then?!)( And what have you done? Nothing.
Futhermore, Russel Edwards wrote at 11:19:
" I trust that you will be satisfied with the outcome and level of service I have provided to you, and if so the complaint will be closed on our system by 08 August 2025 at 11h30 a.m "
This level of service is an example of what is wrong at ABSA, and clearly aligns with my original complaint.
This is not service at all.
SM
Stephan M's update07 Aug 2025, 17:01
Reviewer Update
Unbelievably, your resolution to this request was to tell me what I already know, and you did not even attempt to address the problem.
Russel Edwards (C-***3) wrote:
" The complaint was referred to our Card Division, which advised our offices that your application was reviewed and declined as they could not establish affordability as per the NCA requirement."
They could not establish affordability, because of pure incompetence and unwillingness to do but the bare minimum. She agent did apparently not have access to my bond account (also at ABSA) to verify installments, and also did not consult my payslips (why did I bother sending them then?!)( And what have you done? Nothing.
Futhermore, Russel Edwards wrote at 11:19:
" I trust that you will be satisfied with the outcome and level of service I have provided to you, and if so the complaint will be closed on our system by 08 August 2025 at 11h30 a.m "
This level of service is an example of what is wrong at ABSA, and clearly aligns with my original complaint.
This is not service at all.
Russel Edwards (C-***3) wrote:
" The complaint was referred to our Card Division, which advised our offices that your application was reviewed and declined as they could not establish affordability as per the NCA requirement."
They could not establish affordability, because of pure incompetence and unwillingness to do but the bare minimum. She agent did apparently not have access to my bond account (also at ABSA) to verify installments, and also did not consult my payslips (why did I bother sending them then?!)( And what have you done? Nothing.
Futhermore, Russel Edwards wrote at 11:19:
" I trust that you will be satisfied with the outcome and level of service I have provided to you, and if so the complaint will be closed on our system by 08 August 2025 at 11h30 a.m "
This level of service is an example of what is wrong at ABSA, and clearly aligns with my original complaint.
This is not service at all.
SM
Stephan M's updateReviewer Update
11 Aug 2025, 11:14You are again not addressing the problem, and it seems that you are deliberately skipping over it. As per your email from Russel Edwards , I look forward to future communication by the 13th of this month
SM
Stephan M's update11 Aug 2025, 11:14
Reviewer Update
You are again not addressing the problem, and it seems that you are deliberately skipping over it. As per your email from Russel Edwards , I look forward to future communication by the 13th of this month
SM
Stephan M's updateReviewer Update
20 Aug 2025, 07:47My initial application was declined without valid justification. However, upon reapplying, the credit request was approved—without any material changes to my financial profile. This outcome strongly suggests that the original rejection was not due to my creditworthiness, but rather the result of negligence or lack of diligence by the agent assigned to the request. Mr. Edwards’ response to this discrepancy was evasive and attempted to deflect accountability by framing the issue as part of ABSA’s “usual process.” This is unacceptable. A second credit check should not have been necessary had the agent fulfilled her responsibilities during the first application. Furthermore, a DebiCheck mandate was added to my account prematurely—before any credit approval had been granted. This procedural misstep cannot be justified as standard practice. It is deeply concerning that the outcome of a credit application appears to depend on the attentiveness or disposition of the assigned agent on a given day. Such inconsistency undermines the integrity of ABSA’s credit evaluation process and places undue burden on customers to challenge decisions that may be based on internal inefficiencies. I urge ABSA to investigate this matter thoroughly and to implement safeguards that ensure credit applications are handled with the professionalism and consistency that customers deserve. I also encourage others who have had credit applications rejected—especially those involving pre-approved offers—to follow up and demand transparency.
Would you like help tailoring this for email or adding any supporting documentation?
Would you like help tailoring this for email or adding any supporting documentation?
SM
Stephan M's update20 Aug 2025, 07:47
Reviewer Update
My initial application was declined without valid justification. However, upon reapplying, the credit request was approved—without any material changes to my financial profile. This outcome strongly suggests that the original rejection was not due to my creditworthiness, but rather the result of negligence or lack of diligence by the agent assigned to the request. Mr. Edwards’ response to this discrepancy was evasive and attempted to deflect accountability by framing the issue as part of ABSA’s “usual process.” This is unacceptable. A second credit check should not have been necessary had the agent fulfilled her responsibilities during the first application. Furthermore, a DebiCheck mandate was added to my account prematurely—before any credit approval had been granted. This procedural misstep cannot be justified as standard practice. It is deeply concerning that the outcome of a credit application appears to depend on the attentiveness or disposition of the assigned agent on a given day. Such inconsistency undermines the integrity of ABSA’s credit evaluation process and places undue burden on customers to challenge decisions that may be based on internal inefficiencies. I urge ABSA to investigate this matter thoroughly and to implement safeguards that ensure credit applications are handled with the professionalism and consistency that customers deserve. I also encourage others who have had credit applications rejected—especially those involving pre-approved offers—to follow up and demand transparency.
Would you like help tailoring this for email or adding any supporting documentation?
Would you like help tailoring this for email or adding any supporting documentation?
SM
Stephan M's updateReviewer Update
16 Sept 2025, 17:533 weeks and I have not received notice from the bank that the card is ready for collection. Is that how long it takes?!
SM
Stephan M's update16 Sept 2025, 17:53
Reviewer Update
3 weeks and I have not received notice from the bank that the card is ready for collection. Is that how long it takes?!
SM
Stephan M's updateReviewer Update
17 Sept 2025, 10:05Stop responding privately.
SM
Stephan M's update17 Sept 2025, 10:05
Reviewer Update
Stop responding privately.
Absa's replyOfficial
17 Sept 2025, 10:34Dear Stephan We are attending to your matter and will keep you posted. Regards Russell EdwardsCustomer Value Management
Absa's reply17 Sept 2025, 10:34
Official
Dear Stephan We are attending to your matter and will keep you posted. Regards Russell EdwardsCustomer Value Management
SM
Stephan M's updateReviewer Update
17 Sept 2025, 13:08Do respond pubicly
* On what date was the card ready for collection?
* Why was I not notified?
* On what date was the card ready for collection?
* Why was I not notified?
SM
Stephan M's update17 Sept 2025, 13:08
Reviewer Update
Do respond pubicly
* On what date was the card ready for collection?
* Why was I not notified?
* On what date was the card ready for collection?
* Why was I not notified?
Absa's replyOfficial
17 Sept 2025, 13:49Dear Stephan The team is attending to the requested information. Regards Russell EdwardsCustomer Value Management
Absa's reply17 Sept 2025, 13:49
Official
Dear Stephan The team is attending to the requested information. Regards Russell EdwardsCustomer Value Management