In a similar bad customer experience brightshark recently had, he posted his experiences online. When people now search for such things as “absa credit card”, “absa customer”, “absa service” or “absa fnb”, they all land here, here and here. A full 30 of them per day. That’s 30 generation x-ers which the marketing geeks have to win over again by spending millions of rands (it was already R96m 5 years ago*).

Now, over to my moan (entire email correspondence recreated here):

From: [br!ghtshark]
Sent: 27 August 2008 07:07 PM
To: [Vodacom-Rep2]
Cc: ‘cc_ct@vodacom.co.za’; ‘consumer@icasa.org.za’
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXX)

Dear [Vodacom-rep2],

I should probably not be surprised that I did not receive any reply, nor even a courtesy telephone call, from you or anybody else at Vodacom in respect of my email below – I am getting quite accustomed to this kind of service from Vodacom. It is obvious that any sense of urgency on the side of Vodacomis completely lacking, bar for illegally deducting monies from customers’ accounts.

I will now proceed to publish this whole tirade on my blog. I will also proceed to post this item on hellopeter.com: hopefully I finally get some joy from some third party at Vodacom.

I also foresee that I must now actually put my attorneyship to use and issue summons against you – something which I will have no qualms in doing.

In this regard, I now hereby formally demand payment from you, as a duly authorised representative of Vodacom, in the amount of Rxxx.xx together with interest thereon (as at the prescribed rate in terms of the rules of the Magistrates Court), calculated from 01 August 2008 to date of final payment as well as damages in the amount of Rxxx.xx, to be paid by no later than close of business on Friday 29 August 2008.

Please advise what your chosen domicilium citandi et executandi is so that I may proceed with the necessary, failing which I will issue summons against Vodacom in terms of the Companies Act read with the rules of the Magistrates Court Act.

Should I furthermore fail to receive any joy from your offices by close of business on Friday 29 August 2008, I will also proceed to lodge a formal complaint against your offices with the Independent Communications Authority of South Africa, in terms of the ICASA Act, 2000.

I again invite you to raise communication with my telephonically or otherwise should you wish to for once and for all settle this matter amicably, as per my email dated 8 August 2008. My number is [083 xxx xxxx].

Sincerely,

[br!ghtshark]

From: [br!ghtshark]
Sent: 25 August 2008 09:29 AM
To: [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXXX)

Dear [Vodacom-rep2]

Thank you for contacting me for the first time ever without me having to raise communication with you first.

In this regard, I would now look forward to a reply to my email dated 18 August 2008 (copy attached hereto for your easy of reference), which you do not address at all in your response. I will not accept the mere passing over or ignoring of my communications.

In all fairness, your offices have now been “working through the query” since 14 July, SIX WEEKS AGO. I fail to understand how you can still now forward me communication stating “IF we owe money”. This is poor customer service to the extreme.

In summary I now look forward to a PROPER reply spelling out the following to me (also raised in my email dated 18 August 2008, to which I had not yet received a courtesy of a reply):

“

1. WHEN will I receive the credit on my account

2. WHEN will my money be returned to me

3. HOW will my money be returned to me

4. HOW will you make good for all my inconvenience and frustration (you will note that (1) I initiated communication on 14 July and (2) you still deduced the money from my account some 2 weeks later and (3) I never received any feedback from Vodacom without me initiating communication first numerous times).

You will note that the credit has been pending since 21 July. Also, on top of this, my account was surreptitiously debited with the outstanding amount, despite me raising your error long in advance.

“

Should I fail to receive a proper response by close of business on the 27^th instant, I will proceed to reproduce the whole tirade (including all email correspondence) on my blog. In a similar bad service experience, I also reproduced the experience that I had with Absa on my blog, same now receiving some 30-odd pageviews per day (incidentally when people google for absa credit card, etc). I trust that I will now for once and for all have joy from your offices and that the aforesaid would not be necessary.

Sincerely,

[br!ghtshark]

From: [Vodacom-rep2]
Sent: 23 August 2008 03:58 AM
To: [br!ghtshark]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXX)

Hi [br!ghtshark]

I apologies, I am still working through the query, but if we owe you money it will credited to you

Regards

[Vodacom-rep2]

Strategic Accounts

( Mobile:      +27 82 xxx xxxx

* Email:      xxxxxxx@vodacom.co.za

From: [br!ghtshark]
Sent: 15 August 2008 22:09
To: [Vodacom-Rep1]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXX)

Hi [Vodacom-Rep1],

Am I getting my money back, or is there now going to be a permanent credit on my account?

Regards,

[br!ghtshark]

From: [Vodacom-Rep1]
Sent: 15 August 2008 10:49 AM
To: [br!ghtshark]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXXXXX)

Mr [br!ghtshark]

I have again requested the credit to be passed to your account from our admin helpdesk.

Regards

[Vodacom-Rep1]

Customer Relations Consultant

Vodacom Business

Tel       : +2711-xxxxxxx

Mobile : +2782xxx xxxx

email   : xxxxxxxx@vodacom.co.za

From: [br!ghtshark]
Sent: 08 August 2008 12:47 PM
To: [Vodacom-Rep1]
Subject: RE: 3G Account incorrect (ACC NO XXXXXXX)

Some Rxxx-odd. Please refer to your own records for the details.

From: [Vodacom-Rep1]
Sent: 08 August 2008 12:42 PM
To: [br!ghtshark]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxx)

What was the amount that was taken off?

[Vodacom-Rep1]

Customer Relations Consultant

Vodacom Business

Tel       : +2711-xxxxxxx

Mobile : +2782xxx xxxx

email   : xxxxxxxx@vodacom.co.za

From: [br!ghtshark]
Sent: 08 August 2008 12:33 PM
To: [Vodacom-rep1] [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxx)

Thank you. Please advise me once I’m able to have my money returned to me, alternatively regular feedback on the status and resolution of the issue.

From: [Vodacom-Rep1]
Sent: 08 August 2008 12:28 PM
To: [br!ghtshark]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxx)

Mr [br!ghtshark]

I apologise for not replying to your previous email.  I’m currently busy with the credit controller as we need to do journals on the account.

I will supply feedback when I receive confirmation from the credit controller.

Regards

[Vodacom-Rep1]

Customer Relations Consultant

Vodacom Business

Tel       : +2711-xxxxxxx

Mobile : +2782xxx xxxx

email   : xxxxxxxx@vodacom.co.za

From: [br!ghtshark]
Sent: 08 August 2008 12:23 PM
To: [Vodacom-rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxx)
Importance: High

Dear All,

Yet again another week went by without me even receiving the courtesy of an acknowledgement of receipt of my email, never mind an actual response to my email.

The lack of customer service is shocking. Now I know why cancelled my Vodacom contract and moved all three my personal accounts to MTN 4 years ago.

I look forward to a response or a telephone call on 083 xxx xxxx to resolve this issue as soon as a matter of urgency.

Sincerely,

[br!ghtshark]

(B.Comm, LLB – Admitted Attorney of the High Court)

From: [br!ghtshark]
Sent: 01 August 2008 08:48 AM
To: [Vodacom-Rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxx)
Importance: High

Dear Anna-Marie,

I just received an SMS from my bank that my account was debited by yourselves for the wrong outstanding account amount (as per the emails hereinbelow).

Please advise why, despite me raising this issue long in advance, my account was still debited with the outstanding amount. I have no intention to run over my 3G account limit (I monitor the usage religiously) since I have access to a MTN 3G card as well – this means that I will never utilize this “credit” on my account.

In my opinion this is very poor customer service especially since I have made the effort to avoid this situation timeously. In this respect I expect to be reimbursed, together with banking charges and interest (calculated daily, compounded monthly) as a matter of urgency. This is not even to mention and calculate the inconvenience, wasted time and effort in me having to address Vodacom’s inability to manage their systems correctly. To say that I am not impressed is putting lightly.

I now look forward to receipt of your positive response.

[br!ghtshark]

From: [Vodacom-Rep1]
Sent: 21 July 2008 04:19 PM
To: [br!ghtshark]; [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxx)

Good day [br!ghtshark]

I have given instruction to our admin department to rectify the account.  I will give you feedback as soon as its been resolved.

Thank you

[Vodacom-Rep1]

Customer Relations Consultant

Vodacom Business

Tel       : +2711-xxxxxxx

Mobile : +2782xxx xxxx

email   : xxxxxxxx@vodacom.co.za

From: [br!ghtshark]
Sent: 18 July 2008 07:01 PM
To: [Vodacom-rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxx)

Dear All,

What was the outcome of the meeting?

Regards,

[br!ghtshark]

From: [br!ghtshark]
Sent: 17 July 2008 01:19 PM
To: [Vodacom-rep1]; [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxx)

Thanks a lot.

From: [Vodacom-rep1]
Sent: 17 July 2008 08:56 AM
To: [br!ghtshark]; [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxxx)

[br!ghtshark]

We have a meeting with [br!ghtshark-employer] this afternoon to sort out these problems.  After the meeting we can start address the issues to sort out the problem.

[Vodacom-Rep1]

Customer Relations Consultant

Vodacom Business

Tel       : +2711-xxxxxxx

Mobile : +2782xxx xxxx

email   : xxxxxxxx@vodacom.co.za

From: [br!ghtshark]
Sent: 17 July 2008 08:50 AM
To: [Vodacom-rep1]; [Vodacom-rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxx)
Importance: High

Hi all,

I have not yet received any response or feedback from any person at Vodacom about this.

The courtesy of a response from Vodacom would now be welcomed.

Regards,

[br!ghtshark]

From: [br!ghtshark]
Sent: 16 July 2008 11:43 AM
To: [br!ghtshark-colleague]
Cc: ‘[Vodacom-Rep1]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxx)
Importance: High

Hi [br!ghtshark-colleague],

The wrong simcard numbers have definitely been allocared to the wrong people as you will see from my email below. I have simcard # xxxxxxxxxxxxxxxxxxx in my possession. I have no idea who [xxxxxxxx] is.

Please have Vodacom swop the two simcard number allocations around as well as sort out my account: I do not want to be liable for the account of Rxxx.xx. Or, at the very least, reverse the charges on my account and allocate my simcard to my account.

Thanks,

[br!ghtshark]

From: [br!ghtshark-colleague]
Sent: 16 July 2008 11:40 AM
To: [br!ghtshark]
Subject: FW: 3G Account incorrect (ACC NO xxxxxxxxxxxx)

Hi,

Please check below.

Regards

From: [Vodacom-Rep1]
Sent: 16 July 2008 11:32
To: [br!ghtshark-colleague]
Cc: [Vodacom-Rep2]
Subject: RE: 3G Account incorrect (ACC NO xxxxxxxxxxxxx)

[br!ghtshark-colleague]

Again if you check your list you will see that the simcard number xxxxxxxxxx has been allocated to [br!ghtshark] and we have linked that simcard to his K account on our systems.

The details below with simcard xxxxxxxxxxxx belongs to [xxxxxxxxxxxxxx] and its linked to a sponsored K account on our systems.

Please advice.

[Vodacom-Rep1]

Customer Relations Consultant

Vodacom Business

Tel       : +2711-xxxxxxx

Mobile : +2782xxx xxxx

email   : xxxxxxxx@vodacom.co.za

From: [br!ghtshark-colleague]
Sent: 14 July 2008 09:49 AM
To: [Vodacom-Rep1]
Cc: [Vodacom-Rep2]
Subject: FW: 3G Account incorrect (ACC NO xxxxxxxxx)
Importance: High

Hi,

Please assist in correcting the below

Regards

From: [br!ghtshark]
Sent: 14 July 2008 09:44
To: [br!ghtshark-colleague]
Subject: 3G Account incorrect (ACC NO xxxxxxxxxxxxxx)
Importance: High

Hi [br!ghtshark-colleague],

Our telephone conversation earlier today refers.

It seems as if the wrong simcard was linked to my account profile as I received a bill with SMS charges on it whilst I had certainly not sent any SMS’ from that number.

My details are as follows:

Account number: xxxxxxxxx

Cell no according to account: xxxxxxxx

My cell no: xxxxxxxxx

My simcard no: xxxxxxxxxxxxxxx

My device IMEI: xxxxxxxxxxxxxxxx

Please also advise how I should now proceed with the account due of Rxxx.xx?

Thanking you in anticipation.

Kind regards,

[br!ghtshark]

In summary:

- I listed my complaint on hellopeter.com and got a response from the very competent branch manager at the Absa Heerengracht branch (George Willenburg)

- As I am a firm believer in not only complainging at bad service, but also praising good service, I posted a favourable comment on hellopeter.com for George Willenburg’s attitude and willlingness to resolve problems. Interestingly enough “Dick Garder” supposedly replied to my favourable response – just a shame that he “replied” by copy/pasting the standard response for a complaint to my positive comment.

- After closing my accounts at Absa I received two unsolicited phone calls from external agencies, trying to sell me credit cards and insurance.

- I brought this under the attention of both Dick Gardner AND George Willenburg… No response.

An extract from my email correspondence is listed hereinbelow:

“

from [.h]
to georgewil@absa.co.za
cc iansm@absa.co.za, dickg@absa.co.za
date 16 May 2008 19:17
subject Re: FW: 20 + years customer .

Dear Sirs,

As bitterly disappointed George was in losing a client, as bitterly disappointed I am for not receiving a single reply to my email below.

It seems the only way to get a response from Absa is to basically post a complaint on hellopeter?

I now look forward to any response to my email hereinbelow.

Sincerely,
[.h]

*************
2008/4/25 [.h]:
Dear George,

Thank you for all your efforts.

What still perplexes me is that I, yet again, received a call from a “consultant at Absa”, trying to sell me insurance today? The call was received at 11:59 on my number xxxxxx. The person who called me was Tyrone Oliver, calling from “Absa Finances Division” in “Johannesburg”. After questioning him, I found out that his employer was “Okeeffe & Swarts”, whoever that may be. Subsequent to asking him questions he claimed I was “breaking up” and hung up on me.

Now, yet again, I fully appreciate that you are not in control of everything which Absa does, but I am deeply worried in my personal information being bandied about to sales agents and externel service providors, with whom I’ve had no relationship.

Can you perhaps direct me as to who I should address my issues to in this regard? I would like to formally give notice to Absa, in terms of section 51 of the Electronic Communications and Transactions Act, that I no longer wish to be contacted by Absa or any of Absa’s third party providers to sell me goods or services.

Section 51 of the Electronic Communications and Transactions Act states as follows:

“

1) A data controller must have the express written permission of the data subject for the collection, collation, processing or disclosure of any personal information on that data subject unless he or she is permitted or required to do so by law.

2) A data controller may not electronically request, collect, collate, process or store personal information on a data subject which is not necessary for the lawful purpose for which the personal information is required.

3) The data controller must disclose in writing to the data subject the specific purpose for which any personal information is being requested, collected, collated, processed or stored.

4) The data controller may not use the personal information for any other purpose than the disclosed purpose without the express written permission of the data subject, unless he or she is permitted or required to do so by law.

5) The data controller must, for as long as the personal information is used and for a period of at (cast one year thereafter, keep a record of the personal information and the specific purpose for which the personal information was collected.

6) A data controller may not disclose any of the personal information held by it to a third party, unless required or permitted by law or specifically authorised to do so in writing by the data subject.

7) The data controller must, for as long as the personal information is used and for a period of at least one year thereafter, keep a record of any third party to whom the personal information was disclosed and of the date on which and the purpose for which it was disclosed.

The data controller must delete or destroy all personal information which has become obsolete.

9) A party controlling personal information may use that personal information to compile profiles for statistical purposes and may freely trade with such profiles and statistical data, as long as the profiles or statistical data cannot be linked to any specific data subject by a third party.
”

I would also like to draw your attention to subsections 6 and 8 (highlighted for your ease of reference).

Lastly I would like to be informed to whom by data has been distributed and would like to receive confirmation that my personal data has now in fact been removed from all potential sales list.

I look forward to your (and/or Dick Gardner’s) formal response hereto (as well as to the outcome in due course of your investigation as referred to in your email of the 21st instant).

Thanking you in anticipation.

Kind regards,
[.h]
*********************

2008/4/21 <georgewil@absa.co.za>:

Dear [.h]
I must apologise once again on behalf Absa wrt to the possible sale of a student credit card,especially to someone that has graduated 4 years ago and no longer banks here.We will investigate further.
Regards.

George Willenburg
Branch Manager
Heerengracht
Tel: 021~415 5700
Mobile: 082 450 9333
Email: georgewil@absa.co.za
**************

From: [.h]
Sent: 21 April 2008 02:28 PM
To: George Willenburg (georgewil@absa.co.za)
Subject: Re: FW: 20 + years customer .

Dear George,

Thank you, I have indeed!

Kind regards,
[.h]

On 18/04/2008, georgewil@absa.co.za <georgewil@absa.co.za> wrote:

Dear [.h]
I would like to know if you received your gift yet?
Regards.

George Willenburg
Branch Manager
Heerengracht
Tel: 021~415 5700
Mobile: 082 450 9333
Email: georgewil@absa.co.za

From: George Willenburg (georgewil@absa.co.za)
Sent: 04 April 2008 09:43 AM
To: [.h]

Cc: Dick Gardner (dickg@absa.co.za)
Subject: 20 + years customer .

Dear [.h]
I am bitterly dissapointed in the way this matter was handled.We do not want lose customers at all.I have left a message on your cell phone on the 03/04 and 04/04 and wish to make contact with yourself.I would like to put things right,even if it is to give you a gift for all the inconvenience caused.
Regards.
George Willenburg
Branch Manager
Heerengracht
Tel: 021~415 5700
Mobile: 082 450 9333
Email: georgewil@absa.co.za

Right – I received my first bill today and guess what – the idiot installing technician has made some R30 worth of cellphone calls on my line after installing it! And guess who will now have to spend money to GET to telkom and time to sort it out….?

Bloody incompetent idiots! ARGH!

In the hope of some Absa guy reading this, herewith my Absa horror story:

I was quite happy with Absa (from way back, before it was even Absa), right through my student days, etc.

The troubles started when I started working….

First came the switch from a student account to a “proper account”, which included a garage card. The application was an issue which took 5 days to sort out since they did not want to change my account to a graduate account since I didn’t at that time yet have proof of employment (other than my salary slip and monthly deposits into my account) but also did not want me to stay on the student package “since I was earning a salary”. The mind boggles.

After about 5 weeks after my application for a garage card I was still garage card-less and asked my branch what was going on… They couldn’t tell me and promised to get back to me. Needless to say they didn’t but at least a week later I got my garage card.

So, I go about my merry way until one day I receive a rude phone call from my branch, asking my when I’m going to come and collect my garage card after all the fuss I have made – which was quite strange, seeing that I already had a garage card in my possession (and have thrown in many many liters of petrol). It transpired that when my first application didn’t result in a garage card they merely duplicated the application and issued a second card. So – they cancelled the second card. Or so I thought – in fact: they cancelled the card I had in my possesion, which led me being quite embarrassed at the the petrol station when my card was listed as blacklisted. After a few phone calls they reversed the blacklisting…. again however, so I thought: a couple of weeks later I received a sms from some Absa call center (after hours!) which basically said that I was using an illegal card and had to hand the card in at my nearest branch. Obviously when I tried to call the call centre, it was closed.

After a number of phone calls, which I had to make and pay for – the issue was resolved. Ah, but wait: it wasn’t! Two months later I received 17 pages of garage card statements…. It transpired that they “old” card number was now allocated to somebody else, but still linked to my account….! Fun and games! Luckily all the transactions were quickly reversed, save for – the bank charges! (To this day, some 6 months later I’m still waiting on the R200-odd refund).

Then, three months later, a FNB banker was at our office for one of my colleagues… He told me of his package (the electronic option at R75/month) and I did some investigation on my bank charges…. the summary of which are:
- I’m paying internet banking fees twice per month of R115 (quite clever, I must say, since one sees the internet banking fee and disregards it, but never notice that it pops up twice per month on your account).
- I’m paying a management fee for my cheque account of R200p/m
- I’m paying a yearly AND monthly credit card fee (R300-odd for the yearly fee plus another R20p/m)
- I’m paying an admin fee of some R50p/m fr goodness knows what

All-in-all, it resulted in the nice sum of R487 for the month of Feb 2008. I was shocked.

So, I decided to call my banker at Absa and left 7 messages to find out what is going on… Not a single call was returned.

My experience with FNB on the other hand was magnificient, to ay the least. The FNB rep came to my office, collected all the docs, did all the applications, sorted out my credit card, overdraft, etc – all in 30 minutes.

One week later I had my R75p/m option plus cheque card, credit card and debit and credit petrol cards as well as internet banking sorted. What a pleasure and double thumbs up to FNB!

As a final confirmation that I was right to leave Absa – I phoned Absa to ask what I needed to switch my last debit order (an internal absa one, which Absa did not allowed FNB to do on my behalf). I phoned and asked what I needed to switch my debit order and close my accounts. When I saw the senior Sales Manager at Absa Sandton City, she confirmed to me that I was overpaying on all my accounts – the shocking part? They didn’t even offer to rectify it, just basically said they understand why I would want to close my accounts.

After spending ages in the queues at the tellers to close my accounts, I was told that I also needed a statement from FNB to prove my account number (new requirement which I was not told of over the phone) – which meant having to rush over to FNB and rush bank to Absa before they closed the Saturday morning (with being totally unapologetic and basically telling me that if I didn’t return by 11am, I’ll have to do it some other time).

My warning to all – stay away from Absa: I really don’t mind paying a small premium for good service, but no consumer should have to put up with such arrogance and incompetence. And for considerably less money you can actually get better service at FNB.

I don’t understand why corporates can’t understand that such bad customer service is really bad for business (especially people who now EARN money and can and will be a good client for a long time to come)? I myself have actually told everybody that I’ve met that is with Absa that they are being ripped off and should seriously consider going to FNB.

OK, enough of my diatribe….

EDIT: It seems Outsurance wasn’t able to beat miway. I have to commend them however for trying and man, are their salepeople slick! The whole experience has been quite impressive on all sides of the fence…

Anyhow, because of my recent move to Johannesburg I had to change the insurance details on my car and household insurance. With a 6 years no-claim history and 3 year old car (current “book value” is some R90 000) , my quoted insurance premiums jumped from around R300 p/m to over R800 p/m. My household insurance was about to jump from R70 p/m to R211 p/m. Comparative quotes from other “Budget” insurers, came to over R1200 p/m for my car alone. Needless to say, I wasn’t happy.

After a huge amount of haggling, I managed to secure an “OUT”standing quote of R704 for my car. Having no other better option I was about to take the deal. Luckily for me, I was reading an article in Moneyweb, where I accidentally read of a new insurance company, named miway.co.za, jointly launched by Sanlam, PSG and some others under the leadership of Rene Otto (who helped start Outsurance).

Miway delighted me with their service by calling me within, literally 30 seconds, after submitting an online “phone me” request. Thirty minutes later I was the proud owner of a new policy for my household and car insurance combined for the princely sum of R630 p/m, all in.

It is very rare that one actually feels happy and impressed with an insurance deal, but this time round, I am – and extremely so. For this I have to give miway a huge thumbs up!