Terrible Service

Dear African Bank Complaints Team, I am writing to formally complain about the service received at your Fourways branch on 24 and 25 February 2026. Late afternoon of 24 February 2026, my mother and I visited the branch to inquire about an account held by my late father. The branch experienced a power outage, which I accept was beyond the bank's control. However, upon entering to ask about the issue, a staff member at a desk was engaged in a personal conversation and did not acknowledge us promptly. We had to request her attention before she explained that systems were offline and she could not assist. We returned on 25 February 2026 when operations had resumed. We informed the assigned staff member that we sought guidance on the process to access/withdraw funds from my deceased father's account. She spent several minutes typing while simultaneously conversing with a nearby gentleman (seemingly unrelated to our matter), which delayed progress. When I politely expressed concern about the delay, divided attention, and the unprofessional nature of chewing gum (including bubble-popping) in a customer-facing role, she apologized, removed the gum, and stopped the side conversation. She then stated she was new and unfami**** with deceased estate procedures. At my request, she sought assistance. A second staff member (who had interacted with us the previous day and appeared to act in a supervisory capacity) then attended. She provided a printed list of required documents but could not clearly explain certain items when asked, and her manner became curt. Neither staff member wore name badges. When requested: • The supervisor provided only her first name (Sphe) and rudely declined to give her surname. • The other staff member provided only her first name (Palesa) and also rudely declined to provide her surname. There is obvious insufficient product knowledge, lack of focus on customers, unprofessional conduct, May I kindly please ask to be referred to a department/person that is able to assist me with this regard cause going to the branch has proven to be fruitless. Looking forward to hearing from you,