Why doesn't ABSA communicate with clients about crucial matters?

Dearest Absa

Today I tried numerous times to log into my account from my mobile app. The only message I repeatedly got, was that my log-in details were wrong. They are not. They are exactly the same as last week and last month.

So I tried from a laptop to log in via the website. Here I was told to complete a Captcha to access my account. I did so...and then was asked to do another. And another. And another. About 10 x Captcha's (this is not an exaggeration) later, even starting to listening to some, I gave up and called my branch - now extremely worried that my account might have been compromised. A friendly internet technician informed me that my internet banking has been suspended due to being R15.00 in arrears.

The totally hilarious thing is, money is coming into my credit card account but I need to arrange my affairs so some money can go into my savings account. But now...I cannot because I cannot access my account. :-)

There was no email sent to warn me that my account is in danger of suspension unless I pay R15.00. There was no SMS sent to warn me that my account is in danger of suspension unless I pay R15.00. My contact details are the same. No notification appears on my app while I am frantically trying to access my account, to give me the real reason why I cannot log in. No notification appears on my online account while I am frantically trying to access my account, to give me the real reason why I cannot log in. No communication. Just a cold shoulder. Just a cold bucket of water in the face.

The extra funny thing is, that my credit card insurance pays out on the 5th of the month while all my deductions happen on the 26th. I have asked that this be synchronized but apparently, that is impossible. So now, Absa credit sends me an endless stream of text messages from the 26th (Yes they do have my number after all) to let me know that my credit card payment is in arrears - while I am waiting for Absa insurance to make my monthly installment. The logic of all this, the lack of communication when it can save a lot of frustration, misunderstanding, unnecessary phone calls and physical trips to the bank or ATM is simply mindblowing. Just a banner on my app will do. Please pay R15 and your mobile app (and internet banking) will be functional again. Just a banner on my online account. Please pay R15 and your internet (and mobile app) banking will be functional again. Please. Communicate with us.