Based on recent customer reviews, Absa is described as an institution where individual staff members often shine but core banking processes repeatedly fail. Customers consistently report unauthorised deductions, blocked accounts and unresolved theft investigations, while a recurring theme is the difficulty of reaching anyone who takes ownership. Staff and Branch Experience (2.8) is the only theme scoring near average, with digital security and dispute resolution drawing the strongest criticism.
Top Strengths:
- •Staff & Branch Experience: Customers frequently name individual consultants who go beyond expectations, praising patience, product knowledge and follow through. Insurance and branch consultants attract the warmest feedback, and the in branch smart ID service is described as fast, although understaffed branches and long queues temper the theme.
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 43m
TrustIndex
3.4
Ranking
#3
in Banking
Reply Time
11h 22m
NPS Score
-51
Recommended: Unlikely
Replied to 100% of negative reviews
Reply time on negative reviews: 11h 43m
Nov '25 - Oct '26
Frequently Asked Questions About Absa
What do customers say about Absa?
Based on recent customer reviews, Absa is described as an institution where individual staff members often shine but core banking processes repeatedly fail. Customers consistently report unauthorised deductions, blocked accounts and unresolved theft investigations, while a recurring theme is the difficulty of reaching anyone who takes ownership. Staff and Branch Experience (2.8) is the only theme scoring near average, with digital security and dispute resolution drawing the strongest criticism.
What is Absa's biggest strength?
Absa's biggest strength, according to Hellopeter's AI analysis, is Staff & Branch Experience. Customers frequently name individual consultants who go beyond expectations, praising patience, product knowledge and follow through. Insurance and branch consultants attract the warmest feedback, and the in branch smart ID service is described as fast, although understaffed branches and long queues temper the theme.
What are the most common complaints about Absa?
The most common complaint about Absa, based on Hellopeter's AI analysis of recent customer reviews, is Digital Banking & Security. This is the weakest theme. Customers report unauthorised transactions and theft investigations that run for months without investigator contact, claims declined with generic letters, large transfers processed without app verification prompts and repeated lockouts after phone upgrades.
How does Absa compare to other Banking companies?
Absa scores 1.3 out of 5 on Hellopeter's AI analysis of service quality in Banking, compared to the Banking industry average of 1.3. Their strongest theme is Branch Experience (2.8); their weakest is Digital Banking (0.8). The top AI-rated Banking business on Hellopeter is GoTyme Bank | Formerly TymeBank (3.1). How is the AI Score calculated? →
Is Absa trustworthy?
Absa has a TrustIndex of 3.4 out of 10 on Hellopeter, based on 3,053 reviews in the last 12 months. They reply to 100% of negative reviews, typically within 11 hours 43 min. Hellopeter has tracked Absa across 45,717 total reviews. How is the TrustIndex calculated? →
Recent reviews (3,053)
Used this business recently? Share your experience to help others decide.
Used this business recently? Share your experience to help others decide.
Share Your Experience1 reviews | Active since Feb 2023
Terrible
We have been escalating a query for months on end and ABSA management does not respond or send us anything we requested. We had a teams meeting with them that was recorded which I asked them to do and I asked them to send this recording to us as I want to go public through a journalist who is interested in this story and they still have no sent it or resolved the query. I'm documenting everything as when I do have to get attorneys involved and the journalist I have all requested recorded. I urge someone senior from ABSA to reach out to me urgently
1 reviews | Active since Feb 2023
Terrible
We have been escalating a query for months on end and ABSA management does not respond or send us anything we requested. We had a teams meeting with them that was recorded which I asked them to do and I asked them to send this recording to us as I want to go public through a journalist who is interested in this story and they still have no sent it or resolved the query. I'm documenting everything as when I do have to get attorneys involved and the journalist I have all requested recorded. I urge someone senior from ABSA to reach out to me urgently
1 reviews | Active since Oct 2026
Airtime was never delivered to phone number
I purchased Telkom airtime from Absa on 23 October 2026 and it was never sent to my cellphone number. The amount (R270) was taken from my bank account but I never received the airtime.
1 reviews | Active since Oct 2026
Airtime was never delivered to phone number
I purchased Telkom airtime from Absa on 23 October 2026 and it was never sent to my cellphone number. The amount (R270) was taken from my bank account but I never received the airtime.
1 reviews | Active since Dec 2015
HORRIBLE BANK WITH NO ***** DEPRTMENT OR ACTION LINE
I have been with ABSA for almost 30 years. 30 Years TOO LONG. HORRIBEL BANK. THERE ***** DEPARTMENT DOES NOT EXIST, AND THEIR COMPLAINTS DEPARTMENT ALSO DOES NOT EXIST. IM MOVING ALL MY INVESTMENTS.
1 reviews | Active since Dec 2015
HORRIBLE BANK WITH NO ***** DEPRTMENT OR ACTION LINE
I have been with ABSA for almost 30 years. 30 Years TOO LONG. HORRIBEL BANK. THERE ***** DEPARTMENT DOES NOT EXIST, AND THEIR COMPLAINTS DEPARTMENT ALSO DOES NOT EXIST. IM MOVING ALL MY INVESTMENTS.
1 reviews | Active since Jun 2019
ABSA is Pathetic
The service received at ABSA branch Rustenburg Mall is pathetic. Long queues to be assisted by two people. Pensioners queue just ignored. Dress code of the staff is just as unprofessional as the service rendered and their knowledge.
1 reviews | Active since Jun 2019
ABSA is Pathetic
The service received at ABSA branch Rustenburg Mall is pathetic. Long queues to be assisted by two people. Pensioners queue just ignored. Dress code of the staff is just as unprofessional as the service rendered and their knowledge.
1 reviews | Active since Dec 2021
Formal Complaint / Technical Escalation: Persistent Branch Referral Error on Digital Profile For Any New Application
Hello, I hope you are well. I am extremely disappointed with the service I have received from Absa. Every time I attempt to apply for a savings account, a credit card, or access certain services online, whether through the Absa app or internet banking, I am advised to visit a branch to update my details or complete the application in person. I have visited the branch with my ID and the necessary documents, and I have been assured that all my details are up to date, my accounts are in good standing, and there are no holds or restrictions on my accounts. However, despite these assurances, I continue to experience the same issues when trying to use the app or internet banking for applications. The problem is not limited to savings account applications. I experience the same issue when attempting to apply for a credit card, which makes me believe that there may be an underlying problem with my customer profile or Absa's systems. It is extremely frustrating to be repeatedly directed to a branch when the branch itself confirms that everything is in order, yet the problem remains unresolved. I have made every effort to follow the correct procedures, but I am still unable to access services that should be available to me online. I would appreciate it if your technical team could investigate this matter thoroughly, including checking your back-end systems, customer profile, verification status, and any possible system errors or flags that may be preventing me from completing applications digitally. Please escalate this matter to the relevant department and identify the root cause of the problem. I would like a clear explanation of why this keeps happening and, more importantly, a permanent solution rather than being repeatedly referred back to the branch. I look forward to your urgent assistance and a satisfactory resolution. The agent has been very helpful and gave her best effort, but she still doesn't understand the problem.
1 reviews | Active since Dec 2021
Formal Complaint / Technical Escalation: Persistent Branch Referral Error on Digital Profile For Any New Application
Hello, I hope you are well. I am extremely disappointed with the service I have received from Absa. Every time I attempt to apply for a savings account, a credit card, or access certain services online, whether through the Absa app or internet banking, I am advised to visit a branch to update my details or complete the application in person. I have visited the branch with my ID and the necessary documents, and I have been assured that all my details are up to date, my accounts are in good standing, and there are no holds or restrictions on my accounts. However, despite these assurances, I continue to experience the same issues when trying to use the app or internet banking for applications. The problem is not limited to savings account applications. I experience the same issue when attempting to apply for a credit card, which makes me believe that there may be an underlying problem with my customer profile or Absa's systems. It is extremely frustrating to be repeatedly directed to a branch when the branch itself confirms that everything is in order, yet the problem remains unresolved. I have made every effort to follow the correct procedures, but I am still unable to access services that should be available to me online. I would appreciate it if your technical team could investigate this matter thoroughly, including checking your back-end systems, customer profile, verification status, and any possible system errors or flags that may be preventing me from completing applications digitally. Please escalate this matter to the relevant department and identify the root cause of the problem. I would like a clear explanation of why this keeps happening and, more importantly, a permanent solution rather than being repeatedly referred back to the branch. I look forward to your urgent assistance and a satisfactory resolution. The agent has been very helpful and gave her best effort, but she still doesn't understand the problem.
1 reviews | Active since Oct 2024
Unknown Transactions
I went through my transactions today and noticed two unknown transactions under "SSD Other Chip WDL" for R200 and R150. I spoke to an agent on X who advised me to call the bank, which I did. I was on hold, waiting for a consultant to speak to me when the call just ended before I even got a chance to speak to anyone. I don't know what happened to the call nor do I know what those transactions are for but I would like my money back in my account. I feel like I go through similar situations ever few months with this bank and honestly, it's very frustrating
1 reviews | Active since Oct 2024
Unknown Transactions
I went through my transactions today and noticed two unknown transactions under "SSD Other Chip WDL" for R200 and R150. I spoke to an agent on X who advised me to call the bank, which I did. I was on hold, waiting for a consultant to speak to me when the call just ended before I even got a chance to speak to anyone. I don't know what happened to the call nor do I know what those transactions are for but I would like my money back in my account. I feel like I go through similar situations ever few months with this bank and honestly, it's very frustrating
1 reviews | Active since Mar 2023
Ms Nonhlanhla Radebe_Vetting Consultant, for her high level of cordial professionalism and excell...
Ms Nonhlanhla Radebe_Vetting Consultant, for her high level of cordial professionalism and excellent Attention to detail
1 reviews | Active since Mar 2023
Ms Nonhlanhla Radebe_Vetting Consultant, for her high level of cordial professionalism and excell...
Ms Nonhlanhla Radebe_Vetting Consultant, for her high level of cordial professionalism and excellent Attention to detail