Poor Service at Gandhi Square Branch – Urgent Attention Required

Dear African Bank,

I am writing to express my dissatisfaction with the service I’ve received from one of your branch employees, Xolani, at your Gandhi Square branch.

For the past two weeks, I’ve been visiting the branch in an attempt to resolve a recurring issue with your mobile app, which has proven to be quite unreliable. Despite the simplicity of the matter—a basic app reset—I’ve had to return multiple times without resolution.

On both occasions, Xolani has shown little to no willingness to assist beyond saying, "Let me log a call with IT/Call Centre, they will call you or you can call them." When I asked him to make the call immediately, considering this was my second visit for the same issue, I was met with the same dismissive response.

His lack of initiative and unwillingness to escalate or resolve the issue on the spot clearly demonstrates poor service and a disregard for first call resolution principles. If he was unable to help the first time, I would have understood. But the second time, with no effort to even attempt a different approach, shows a concerning lack of customer care.

This experience has left me frustrated and questioning the competency and attitude of staff members representing your brand. If this is the level of support your customers can expect, I see no reason to continue banking with African Bank and will be considering closing my accounts.

I expect this matter to be escalated and addressed urgently. A simple issue like an app reset should not require multiple branch visits and still remain unresolved.

I look forward to your prompt response.

Kind regards, ID ***