Worst FICA Centre: ABSA

<p>I have submitted my FICA documentation 3 times to ABSA. The second time was on the 21st of May when I realised that my accounts have been frozen and locked on Friday afternoon the 20th of May while attempting to make a purchase at my local SPAR. To my astonishment, I tried to draw money from an ABSA ATM just outside the SPAR and received an error that said there was a problem with my FICA documentation. This, of course happened without any SMS, warning or notification. Automatically, I rushed to my branch (Cresta) on Sa****ay morning the 21st. I resubmitted a copy of my utility bill and watched the Client Services agent upload the copy. By then I realised that if my accounts were not unlocked, then I will be without any funds the entire weekend. This was a major concern for me, as I am a single parent and needed to buy food for my kids, buy electricity etc. The Client Services agent then sent emails (They are not provided with a Helpline number.) to the ABSA FICA centre to try and see if we can unlock my accounts without any success. I left the bank after 2 hours hoping that ABSA will unlock my accounts first thing on Monday morning 23 May. On Monday morning I received an SMS notification from ABSA saying that my FICA documents were compliant. When I tried to draw money from an ATM I received the same error that said there was a problem with the FICA documentation. I then rushed back to my branch, Cresta and approached the same Client Services Agent to enquire. He was so surprised when he saw that the issue was not resolved. I sat in the branch for 3 hours and 30 minutes where he escalated the problem and tried to resolve the issue without any success. My youngest son was with me and very sick. The Client Services Agent then gave me R50 out of his pocket to go and buy Panado, as one cannot access any of your accounts for funds. I left ABSA Cresta at 16h40 without having any luck feeling completely hopeless. The two client services agents (Andile and Palesa) told me that they will continue to try and resolve the issue as I left with my sick 7-year-old.</p> <p>At 17h33 I received a call from Palesa to say that they have resolved the matter with the regional manager, but that I will have to go back to the branch to reset my ATM cards. What ABSA does not tell you is that once your accounts have been locked that you won’t be able to use your cards at all again thereafter.</p> <p>Although I am extremely disappointed with the way that the ABSA FICA centre treats their customers, especially if one has been a loyal customer for 21 years, I am truly grateful for Andile and Palesa at ABSA Cresta that went out of their way to assist me to access my funds after being without money for four days.</p> <p> </p>