Disappointing Follow-Up on African Bank Promotion

I am not sure whether the previous response was simply a formality, but I have not received any communication regarding this matter. It is particularly disappointing because I switched my salary payments to this bank with the expectation of receiving improved service. Unfortunately, that has not been my experience, and I am now reconsidering my choice and may need to explore alternative banking options.

I am extremely disappointed that I still have not received any feedback, despite all your promising messages. This morning, I contacted your customer service team yet again, only to be told there is still no update on your system. Nothing has been done to resolve my query.

Last week, I spoke directly with the team lead, Sophia Mosedi; her line manager is Tsholo Mostepe. Sophia confirmed there was no update on the system. When I asked for a turnaround time, she told me she can’t provide one. This leaves me with the impression that your intention is simply for me to give up and move on.

For clarity, my reference number is ***.

If this is the standard of service African Bank provides to its customers, I will make sure to advise everyone I know never to join your institution.

Almost 48 hours, still no call, email, or SMS from African Bank.

Can you provide a clear update and an estimated timeline? We’ve been going back and forth without receiving any feedback, and I’d appreciate some clarity on the next steps

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I am writing to formally lodge a complaint regarding the incorrect allocation of Boosted Rewards Points on a transaction made using my African Bank credit card, as well as the handling and premature closure of my subsequent query.
I meet the qualifying criteria for the Boosted Rewards Points programme. The total value of my transaction was R9,200, paid in full using my African Bank credit card.
After noticing that I was credited with rewards to the value of R23, I followed up on this matter, only to find that the case had been closed on the basis that I was “rewarded the points.” This response does not address the issue at hand, as the amount credited is materially inconsistent with the advertised rewards offering.
For clarity, the adverti*****t explicitly states the following under African Bank Credit Cardholders – Boosted Earn Rate:

Additionally, the adverti*****t clearly states:
“When you book a vehicle from Pace Car Rental and pay using your African Bank credit or debit card, you automatically earn up to 50% back in Audacious Rewards Points.”
Based on the above, and given that my rental qualifies under the 25% boosted earn rate, I reasonably expected rewards equivalent to at least 25% of R9,200. The allocation of R23 in rewards does not align with the advertised terms, nor does it reflect a reasonable or transparent calculation of the stated benefit.
Unless African Bank can provide a detailed and verifiable breakdown demonstrating how R23 constitutes compliance with the advertised 25% boosted rewards, this matter constitutes misleading advertising and a failure to honour the stated rewards terms.
I therefore request the following: