-----Original Message-----
From: Wadee, Tasneem <
[email protected]>
Sent: Mon, 16 May 2011 13:08:07 +0200
To: <
[email protected]>, <
[email protected]>, <
[email protected]>, <
[email protected]>, <
[email protected]>, <
[email protected]>
Subject: ATTENTION LIZZY & SARIKAS - Fwd: Contact Us - General [EC: B239C4A4]
Dear Lizzy
As discussed with you over the phone this morning. You requested that I send you an email authorising that I hereby give my father Abdul Khalaik Wadee FULL power of attorney over my account.
This includes the ability to reactivate my internet banking passwords - due to the fact that the service was cancelled in error by Renier Plamer in the credit card division - and subsequently has been been reinstated on my main account. If that means he has to take out a new debit card to do so then please note I give him full POWER OF ATTORNEY TO & authority to proceed.
ABSA has requested me to complete power of attorney documents, with a letter stating what action I require. I have done this and signed and sent these documents from London for my father to present to you.
Today - you have tured him away and mentioned these documents are not enough and I am to send an email as well. Please take this email then as my explicit permission as per your request - that I have given my father power of attorney over my accounts as per the statement above. I hope that my request will be complied with and that you will help my father to complete this action on my authority.
Below are the emails that I have been sending to get this request recognised by your branch manager. To date I have received NO replies.
If my emails had been acknowledged and I had been given the correct information then my father would have been able to complete this request today. Rather than both me and him spending our time on chasing the right information from absa only to get ignored, given incomplete information and then rejected in branch.
This is very frustrating for me, I am trying to rectify a mistake made by ABSA in the first place. I cancelled my credit card NOT my internet banking service - but because the service was linked to the credit card the credit card division cancelled that service too. To reinstate this service back - I have called countless times, sent as many emails and followed up with various ppl in the ABSA call centre. Eventually to be told to send power of attorney documents to South Africa and email your branch manager, and this hasn't produced a result either.
Please note that aside from the cost in time, I have had to pay for the documents you require to be sent to SA, I am being charged for the internet banking service which I have no access to, and now I will be paying for a new card as well - but if the branch manager had responded to my email when I asked what else I needed to send with the documents, then he/she could have mentioned the debit card, and I would have gladly sent that through with the rest of the documents rather than having to pay for a new one now.
I am quite frankly very frustrated with ABSA's repeated mistakes, which has landed me in this position and which I am now having to pay to rectify. Someone has messed up on my account, I'm then sent on a wild goose chase of incorrect information, only to be ignored.
As much as I want to stay a customer it seems ABSA is making it quite literally impossible for me to continue.
* 10 March - I requested to have my c.card cancelled
* 12 March - acknowledgement receied from Sharlene Combrink in
c.card division
* 15 March - response received from Lynn Delmas in c.card division
with instructions to destroy card
* 15 March - I confirmed card destroyed
* 17 March - confirmation from Renier Palmer in c.card divison
that card account cancelled with nil balance. No word of internet banking service
* 06 April - internet banking not working, I called ABSA - after
pleading with Voithumelo to get someone to help me for 15 minutes eventually the supervisor came on, and promised to get the issue sorted by the next day.
* 07 April - Got a call from the call centre to say internet
banking will be fixed in the bank end by close of business and someone would call to confirm. Close of business came - no call back, no internet banking.
* 07 April -. No internet So I sent an email to complain
* 11 April - received a response from Gladwin Peres in internet
banking email department to say internet banking fixed.
* 11 April - responded to Gladwin to enquire about costs.
* 13 April - followed up prevous email about costs as no response
received
* 14 April - 8:27am, Gladwin responded with charges. Saying I
would be charged R43.70 for Feb to activate and R21.95 per month.
* 14 April -10:19am, I followed up to request ALL complete,
accurate information for power of attorney that I would need to provide in order to get issue resolved once
* 14 April - 12:46pm, Gladwin responded mentioning Ia m to contact
branch I am to confirm which branch my candidate for power of attorney will go to
* 17 April - I confirmed Fordsburg branch to be visisted
* 18 April - 9:14am, I got response with Fordsburg branch managers
details
* 18 April - 10:59am, I emailed Sarikas requesting to know all the
information that the branch will require from my candidate in addition to the documents that I would send over from the UK to ensure that my request is successful
* 18 April - automatic acknowledgment received but NO response
email from Sarikas
* 05 May - resent previous email to Sarikas again automatic
acknowledgment received but NO reponse email from Sarikas.
* TODAY 16 May - my candidate visits the branch and is sent away
for not having my debit card. WHY did Sarikas not respond to my two previous emails asking what further details would be required?
If Sarikas had responded to me I would have been advised of the card and I could have sent my card from London with the rest of the information that I painstakingly collected and paid to sent over.
Now I you are going to charge me for a new debit card, in Feb I apparently paid R43.70 for reinstatement of my internet banking, and
R21.95 each for March, April & May - for a service I don't have access to, add on top of that the cost of the post of R70, the cost of the calls, the cost in my time, the cost of a wasted trip to the branch.
Below are all the emails of these correspondances. Please also note that I will be taking my complaint further.
Many Thanks
Tasneem Wadee
+447704610015
________________________________
Forwarded conversation
Subject: RE: Fwd: Contact Us - General [EC: B239C4A4]
------------------------ ------------------------
------------------------ ------------------------
------------------------
From: tasneem wadee <
[email protected]>
Date: 5 May 2011 11:09
To:
[email protected]
Cc: Absa Costing <
[email protected]>,
[email protected]
Dear Branch Manager
AS you can see I have emailed you on the 18th April and to date no
response to my email below.
PLEASE can you respond accordingly. The lack of response just adds to
the frustration I have been experiencing resolving and issue that was
caused by ABSA's negligence in the first place.
------------------------ ------------------------
------------------------ ------------------------
------------------------
From: Absa Costing <
[email protected]>
Date: 5 May 2011 11:12
To: tasneem wadee <
[email protected]
<mailto:
[email protected]> >
The Disclaimer forms part of the content of this email in terms of
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
From: tasneem wadee <
[email protected]>
Date: 18 April 2011 10:59
To:
[email protected]
Cc:
[email protected]
Dear Branch Manager Absa Fordsburg
I have been advised to contact you directly to enquire if there is any
additional information that you would need to be presented on a power of
attorney.
Please refer below to Brandon Smith's email of 14th April, and advise if
this is ALL the documents required by your branch?
If you could please reply today as I am collecting the said documents
from the embassy - so if there is anything you require in addition I can
ask for that to be notarised this afternoon.
Thank you
Tasneem Wadee
+447704610115
---------------------------------- ------------------------
------------------------ ------------------------
------------------------
From: Absa Costing <
[email protected]>
Date: 18 April 2011 11:07
To: tasneem wadee <
[email protected]
<mailto:
[email protected]> >
Please note that there are terms and conditions and some important
restrictions,
qualifications and disclaimers ("the Disclaimer") that apply to this
email. To read this
The Disclaimer forms part of the content of this email in terms of
---------------------------------- ------------------------
------------------------ ------------------------
------------------------
From: Absa Costing <
[email protected]>
Date: 18 April 2011 09:14
To: tasneem wadee <
[email protected]
<mailto:
[email protected]> >
Dear Tasneem
Thank you for your reply.
Please note that the phone number for the Fordsburg branch is 011 226
2000 and the email address of the branch manager is
[email protected]
<mailto:
[email protected]>
---------------------------------- ------------------------
------------------------ ------------------------
------------------------
From: tasneem wadee <
[email protected]>
Date: 17 April 2011 19:52
To: Absa Costing <
[email protected]>
My candidate will be visiting Absa Fordsburg. Please furnish the
relevant details, so that we may contact the relevant knowledgeable
peopel in branch.
Tasneem Wadee
From: Absa Costing <
[email protected]>
Date: 17 April 2011 19:56
To: tasneem wadee <
[email protected]>
------- ------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------
From: Absa Costing <
[email protected]>
Date: 14 April 2011 12:46
To: tasneem wadee <
[email protected]>
Kindly be advised that we have attached the Power of Attorney documents
as per your request.
Please note that the branch requires the original documents to be posted
in order for them to verify your request. These documents along with a
certified copy of your ID, a signed letter by you and a witness or two
further instructing the branch what to do along with your candidates ID
should be sufficient. The candidate will need to be present.
To confirm the above information, it would be recommended to contact the
branch your candidate will be visiting as sometimes information that is
required differs. If you contact them, you will have spoken to the
person who will be assisting you yourself and not have to deal with a
broken telephone through our correspondence.
We are able to issue out the branch contact information if you inform us
as to which branch your candidate will be visiting.
Awaiting your reply.
Regards
Brandon Smith
Telephone: 011 276 4218
Fax: 011 276 5120
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
From: tasneem wadee <
[email protected]>
Date: 14 April 2011 10:19
To: Absa Costing <
[email protected]>
Gladwin
As per our discussion this morning.
I will be expecting receipt of the necessary documents (ref: power of
attorney) from yourself by close of business today.
Please ensure that ALL the correct documents are enclosed.
Also note that I will be scanning & emailing through the notarised power
of attorney to the respective person in South Africa. This is what they
will in turn present when they go into the branch to reactivate my
internet banking pin. Therefore, IF for any reason you forsee there will
be an issue with the branch being presented with a scanned power of
attorney document, then you need to inform me now, so the trip into the
bank is not wasted.
I cannot afford to go through any further costly mistakes because of
ABSA's negligence, so would appreciate that I am furnished with the
correct & full inofrmation, in a timely manner and that your internal
processes would support the information I am provided, so that I am not
pulled from pillar to post.
My number is below.
Tasneem Wadee
+447704610115
----------
From: Absa Costing <
[email protected]>
Date: 14 April 2011 10:21
To: tasneem wadee <
[email protected]>
------------------------ ------------------------
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------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
From: Absa Costing <
[email protected]>
Date: 14 April 2011 08:27
To: tasneem wadee <
[email protected]>
Dear Tasneem
Thank you for your email, I do apoligise for the late reply.
Please be advised that when I reinstated your Internet Banking service,
the outstanding fee of R43.70 from the month of February was debited
from your account.
The set monthly fee for the service is R21.95 for a service registered
to an Individual's portfolio, to which are added the transaction fees if
the service is used. Therefore fee for this month will only be
calculated at the end of the month, and depending the transactions you
do this month.
Should you have any further enquiries, do not hesitate to contact us on
08600 08600 or
[email protected]
Regards
Gladwin Peres
Fax: 011 276 5120
Tel: 011 276 4536
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
From: tasneem wadee <
[email protected]>
Date: 13 April 2011 15:23
To:
[email protected],
[email protected]
Hi
Can someone please advise.
THANK YOU
----------
From: Absa Costing <
[email protected]>
Date: 13 April 2011 15:24
To: tasneem wadee <
[email protected]>
---------------------------------- ------------------------
------------------------ ------------------------
------------------------
From: Absa Costing <
[email protected]>
Date: 11 April 2011 16:15
To: tasneem wadee <
[email protected]
<mailto:
[email protected]> >
Your e-mail has been forwarded through to a consultant who will
investigate your enquiry or complaint, and reply as soon as possible.
This email service is available from Monday to Friday between
8:00am-16:30pm.
As an alternate service, please call our Telephone Banking facility at
08600 08600 or internationally at +27 11 276-7900, which is available 24
hours a day.
Other numbers:
Stop Cards: 0800 11 11 55
Actionline: 0800 41 41 41
International clients can call: +27-11-276 7900
This is a standard response and you need not respond to this e-mail.
Absa Contact Centre
Absa Kontak Sentrum
---------------------------------- ------------------------
------------------------ ------------------------
------------------------
From: tasneem wadee <
[email protected]>
Date: 11 April 2011 16:09
To:
[email protected],
[email protected]
Dear Gladwin
Thank you for fixing the issue, I though this was meant to happen Friday
as I got a call from someone in Sheldons team in the internet banking
division-Auckland Park to say that by the end of the day I would get an
update. But ofcourse no one rang back.
So Good thing I followed up with email. Otherwise it seems I would have
been forgotten about.
What is the cost of this reactivation, I expect that there would be no
cost to me. Also what will my internet banking fee for this month be? I
would be surprised if there is any at all? Can you confirm?
[email protected] - As per Galdwins email below, please advise how I go
about granting someone power of attourney on my account. I need to
reactivate my internet banking pin as per Gladwins email.
Tasneem
+447704610115
---------------------------------- ------------------------
------------------------ ------------------------
------------------------
From: Absa Costing <
[email protected]>
Date: 11 April 2011 15:53
To: tasneem wadee <
[email protected]>
Dear Tasneem
Thank you for your email.
Please note that I have activated your ******0601 Internet banking
service, and the fees will be debited from your Savings account from now
on. However due to the fact that your Service was cancelled originally
by the credit card division, your Pin status has been deleted. You would
need someone with power of attourney, or temporary power of attourney on
your account to get a new Pin for you. Unfortunately, this can only be
done at an Absa branch.
You do not need to see the embacy, to grant a friend or family member
power of attourney. Please email
[email protected] and you will be given
instructions as how to grant someone temporary power of attourney on
your account.
Regards
Gladwin Peres
Absa Internet Banking
Consultant: Costing Department
Absa Contact Centre
Tel no: + 27 11 276 4536
Fax no: + 27 11 276 5120
www.absa.co.za <http://www.absa.co.za/>
------------------------ ------------------------
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------------------------ ------------------------
------------------------ ------------------------
---------- Forwarded message ----------
From: tasneem wadee <
[email protected]>
Date: 7 April 2011 11:08
Subject: Re: Contact Us - General [EC: B239C4A4]
To:
[email protected],
[email protected]
Cc:
[email protected],
[email protected],
[email protected]
Dear ABSA
I recently had my card cancelled.
However in doing so NO ONE throughout the correspondance advised me that
my
internet banking was linked to this card.
As a result my internet banking service has now been cancelled as well
which
is definitely NOT something I wanted or asked for.
Please investigate why
A: I was not told that my internet banking was linked to my credit card
and
would also be cancelled at the same time, and therefore,
B: Why was I not given the option of linking my internet banking to
another
card i.e: my primary savings account.
Never have I asked for my internet banking to be closed off. And its
pretty
aweful customer service to do so without even providing options for
customers to continue their services.
I yesterday tried to log into my account which ofcourse I now cant do. I
live in the UK, so I'm reliant on this service to be able to have access
to
my money in the first place.
When I rang yesterday evening at around 6pm, to find out why I had no
access, I spoke to a Voitumelo Mathabathe in your internet banking call
centre in Auckland Park.
She proceeded to explain that my only options were:
A: Come into a branch to reinstate - impossible
B: telephone banking - which I cant do as I dont have limits sets up and
would have to come into a branch to set up anyway
C: email direct absa and hope for a response in two days to reinstate
D:go to the embassy here in the UK to get a letter for power of attorney
-
which I cannot do as I have no one to give power of attorney to that is
able
to physicaly come into absa
Failing all of the above, I do not know what is it I am meant to do from
this side of the world for Absa to reinstate a service they shouldnt
have
disabled in the first place.
I currently have money that I deposited into my savings account from the
UK.
I do this every month as I need to make an urgent payment to my very old
fathers account. He relies on this money to reach his account by the
10th of
every month as his own direct debit comes off the 14th.
Can you please reinstate my internet banking (without charge), and link
this
to my savings account. Which if anyone had taken the time in the first
place
to ask me, I would have asked for, preventing this failure to begin
with.
I would also like a TAT for when this will be done.
Thank You
Tasneem Wadee
+447704610115
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
On 17 March 2011 09:42, Absa Card Correspondence <
[email protected]> wrote:
> Dear Tasneem
>
> Thank you for your e-mail.
>
> As requested the credit card account has been closed and reflects a
nil
> balance.
>
> Kindly ensure that all premiums deducting from this account for 3rd
parties
> are cancelled with the relevant institutions, if applicable.
>
> We trust that this is in order and thank you for the support in the
past.
>
> Absa Card is continuously aiming at delighting our customers with
World
> Class Service with regards to our email service. Please assist us in
> improving our level of service by evaluating the service you received,
as
> well as the email consultant, according to the attached customer
> satisfaction survey.
>
> Kind regards
>
> Renier Palmer
> Client Services Consultant
> Absa Card
>
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
>
> -----Original Message-----
> From: <
[email protected]>
> Sent: Tue, 15 Mar 2011 13:58:54 +0000
> To: Absa Card Correspondence <
[email protected]>
> Subject: Re: Contact Us - General [EC: B239C4A4]
>
> I hereby confirm that effective immediately I have destroyed the card.
> Please deactivate this credit card attached to my account.
>
> Many thanks
> Tasneem wadee
> Sent from my BlackBerry(r) wireless device
>
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
> -----Original Message-----
> From: "Absa Card Correspondence" <
[email protected]>
> Date: Tue, 15 Mar 2011 13:15:27
> To: Absa Internet Banking<
[email protected]>
> Reply-to: "Absa Card Correspondence" <
[email protected]>
> Subject: RE: Contact Us - General [EC: B239C4A4]
>
> Dear Tasneem
>
> We refer to your e-mail, as indicated below.
>
> To enable us to cancel the credit card, we require confirmation by
return
> e-mail that the card has been destroyed.
>
> We await your reply and thank you for your co-operation in this
regard.
>
> Absa Card is continuously aiming at delighting our customers with
World
> Class Service with regards to our email service. Please assist us in
> improving our level of service by evaluating the service you received,
as
> well as the email consultant, according to the attached customer
> satisfaction survey.
>
> Kind regards
>
> Lynn Demas
> Client Services Consultant
> Absa Card
>
>
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
>
> -----Original Message-----
> From: Absa Internet Banking <
[email protected]>
> Sent: Sat, 12 Mar 2011 12:11:59 +0200
> To:
[email protected] <
[email protected]>
> Subject: RE: Contact Us - General [EC: B239C4A4]
>
> WADEET 004
>
> Dear Tasneem Wadee
>
> Thank you for your email.
>
> Please note that we have forwarded your email to Absa Card division
for
> further assistance regarding your enquiry.
>
> For all your credit card queries, please contact the Absa Card
division
> directly on 0861 462 273 or email
[email protected]
>
> Should you require any other assistance or information please email us
> again at
[email protected]
>
> Regards
>
> Sharlene Combrink
> Consultant: Email Services
> Absa Contact Centre
> www.absa.co.za <http://www.absa.co.za/>
>
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
------------------------ ------------------------
> -----Original Message-----
> From: <
[email protected]>
> Sent: Thu, 10 Mar 2011 19:42:02 +0200
> To: <
[email protected]>
> Subject: Contact Us - General
>
> Contact Us: General
> Access account: *******0601
> User number: 1
> First Name: tasneem
> Surname: wadee
> ID/Passport number: *************
> Tel (H): 44770 447704610115
> Tel (W): 44770 447704610115
> Tel (C): 447704610115
> Address: e1w3qx
> Fax:
> Account number:
> Product: Vehicle Finance
> Email:
[email protected]
> Transaction date:
> Amount:
> Account debited:
> Beneficiary credited:
> Comment type: General information required
> Issue/Comments: I would like to cancel my credit card with
> immediate effect.
>
>
>
> This e-mail contains official information from Absa and is intended
for use
> by the
> addressee only.
>
> There are some minimum requirements needed before you will be able to
view
> PDF
> attachments:
>
> - You require specific software on your computer capable of
> reading PDF files.
> - In the unlikely event that you do not have such software,
you
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<http://www.adobe.com/> free of charge.
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>
>
> Important Notice: Important restrictions, qualifications and
disclaimers
> ("the Disclaimer") apply to
> this e-mail. To read this click on the following address:
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>
> The Disclaimer forms part of the content of this e-mail in terms of
> section 11 of the Electronic
> Communications and Transactions Act, 25 of 2002. If you are unable to
> access the Disclaimer,
> send a blank e-mail to
[email protected]
<mailto:
[email protected]> and we will send you a copy
> of the Disclaimer.
>
>
> Please keep this for your reference. Your ticket number is:
> [#ID: B239C4A4-0640-154F-B5B9-E9C5A10745F7#]
>
>
>
>
> Important Notice:
>
> Absa is an Authorised Financial Services Provider and Registered
Credit
> Provider,
> registration number: NCRCP7.
>
> This e-mail and any files transmitted with it are confidential and
intended
> for the use of
> the individual or entity to whom they are addressed.
>
> Please note that there are terms and conditions and some important
> restrictions,
> qualifications and disclaimers ("the Disclaimer") that apply to this
email.
> To read this
> click on the following address or copy into your Internet browser:
>
> http://www.absa.co.za/disclaimer <http://www.absa.co.za/disclaimer>
>
> The Disclaimer forms part of the content of this email in terms of
> section 11 of the Electronic Communications and Transactions
> Act, 25 of 2002.
>
> If you are unable to access the Disclaimer, send a blank e-mail
> to
[email protected] <mailto:
[email protected]> and we will
send you a copy of the
> Disclaimer.
>
>
>
> Important Notice:
>
> Absa is an Authorised Financial Services Provider and Registered
Credit
> Provider,
> registration number: NCRCP7.
>
> This e-mail and any files transmitted with it are confidential and
intended
> for the use of
> the individual or entity to whom they are addressed.
>
> Please note that there are terms and conditions and some important
> restrictions,
> qualifications and disclaimers ("the Disclaimer") that apply to this
email.
> To read this
> click on the following address or copy into your Internet browser:
>
> http://www.absa.co.za/disclaimer <http://www.absa.co.za/disclaimer>
>
> The Disclaimer forms part of the content of this email in terms of
> section 11 of the Electronic Communications and Transactions
> Act, 25 of 2002.
>
> If you are unable to access the Disclaimer, send a blank e-mail
> to
[email protected] <mailto:
[email protected]> and we will
send you a copy of the
> Disclaimer.
>
Important Notice:
Absa is an Authorised Financial Services Provider and Registered Credit
Provider,
registration number: NCRCP7.
This e-mail and any files transmitted with it are confidential and
intended for the use of
the individual or entity to whom they are addressed.
Please note that there are terms and conditions and some important
restrictions,
qualifications and disclaimers ("the Disclaimer") that apply to this
email. To read this
click on the following address or copy into your Internet browser:
http://www.absa.co.za/disclaimer <http://www.absa.co.za/disclaimer>
The Disclaimer forms part of the content of this email in terms of
section 11 of the Electronic Communications and Transactions
Act, 25 of 2002.
If you are unable to access the Disclaimer, send a blank e-mail
to
[email protected] <mailto:
[email protected]> and we will
send you a copy of the
Disclaimer.
Important Notice:
Absa is an Authorised Financial Services Provider and Registered Credit Provider,
registration number: NCRCP7.
This e-mail and any files transmitted with it are confidential and intended for the use of
the individual or entity to whom they are addressed.
Please note that there are terms and conditions and some important restrictions,
qualifications and disclaimers ("the Disclaimer") that apply to this email. To read this
click on the following address or copy into your Internet browser:
http://www.absa.co.za/disclaimer
The Disclaimer forms part of the content of this email in terms of
section 11 of the Electronic Communications and Transactions
Act, 25 of 2002.
If you are unable to access the Disclaimer, send a blank e-mail
to
[email protected] and we will send you a copy of the
Disclaimer.
