Unresolved Voucher Issue – Poor Service Experience

Dear African Bank, I am writing to express my deep dissatisfaction and frustration regarding the service I have received from African Bank in relation to a failed voucher transaction made through your mobile banking app. On 3 July 2025, I purchased a voucher via the African Bank app. However, upon attempting to redeem the voucher, it was immediately apparent that it was invalid. While the code is recognized in length on the vendor’s website, it cannot be redeemed, rendering the voucher completely useless. Since then, I have logged a fault (Reference number: ***) on the 4 July 2025 and reached out to your customer support department multiple times, only to be met with no answers, no follow-up communication, and absolutely no progress. It is now several days later, and not a single update or resolution has been provided. The only response I receive when following up is that “the issue is under investigation,” with no indication of anyone taking any form of accountability, or genuine willingness to assist. What’s even more concerning and frankly insulting is the implication that I may be attempting to redeem a second voucher dishonestly, as if I am trying to commit *****. I find this not only offensive but entirely unacceptable. Instead of offering real help, the service team seems more focused on proving I’ve already used the voucher than on solving the actual issue or simply regenerating a new, working voucher code or refunding me for a service that was never delivered. This is, without question, the worst customer experience I have ever had with any banking institution. The matter is small and simple to resolve, yet it has been completely mishandled. As a client, I expect better. I demand immediate action on this matter, including: 1. A clear update on the status of this “investigation” with proof or reasoning, 2. A refund of the voucher amount, or issuance of a new valid voucher code, 3. Please try to prevent this from happening to other customers. I trust you will treat this matter with the urgency and seriousness it now deserves. Sincerely,