Absa and DionWired giving customers grey hairs


On Saturday, Absa clients were left frustrated with the banks' services because the company was offline. One woman tweeted that she just poured a full tank in her car and the card was declined. Another customer says he was stuck at the Gautrain station because he was declined. It took Absa an hour to respond to its customers on Twitter. Wonder if they did send them an SMS.

I remember the same thing happening to me via FNB. It was one of the most frustrating experience I have ever had with the bank. I was busy with a transaction around 11 pm and kept getting an error that the system was offline. The worst part was that FNB with its glorious tech never once sent me an SMS to let me know what was happening. I checked on Twitter and still there was nothing from the bank. 

I'm not sure how it works where companies that are supposedly technologically smart can't communicate with their clients through a simple thing like an SMS. Downturns happen, but letting your customers know what is happening is the best you can do.

In another case of bad customer service, DionWired was caught lying about their advertising campaign. The Advertising Standards Authority (ASA) ruled that the company's indoor air-conditioning units advertisement was misleading and must be removed.

So what happened is that DionWired did not aptly inform the customer that an exterior unit is required in order for the indoor unit to be operational. If a customer didn't complain to ASA about this, DionWired would continue advertising their lie. SMH.

That's why at times, it's crucial that you complain. I know it's exhausting. But it's the only way to get customers to "grow up" and to stop them from taking advantage of us. If you have to complain use HelloPeter or call one of the publications to alert them to the problem or your best place is social media.  

Sometimes I wonder if these companies actually want to drive customers away! The level of customer service at many stores is really disheartening. 

There were other interesting business news that came out over the weekend. Here is what caught my attention.

SARS stated that normal income tax rules will apply to cryptocurrencies like Bitcoin and Ethereum. The onus is on taxpayers to declare all cryptocurrency-related taxable income in the tax year in which it is received or accrued. Failure to do so could result in interest and penalties. Source: SARS

Trade union Solidarity plans to go to court in an attempt to have embattled national carrier South African Airways placed under business rescue. In its letter Solidarity argued that SAA has been subsidised by taxpayers for too long. It added the national airline does not have "reasonable prospects" of generating growth or profits based on its recent financial performance. Source: Fin24

Mark Lamberti has resigned from his position as a director on the Eskom board. He tendered his resignation, which was accepted by Public Enterprises Minister Pravin Gordhan, in a letter on Friday night. According to Gordhan, Lamberti cited the High Court judgment in the case of chartered accountant Adila Chowan against Associated Motor Holdings (Pty) Ltd, as the reason for his resignation. Source: IOL

The Black Business Council (BBC) suspended president Danisa Baloyi’s has requested for her disciplinary hearing to be postponed. Baloyi, who has been on suspension since December, told the organisation through her lawyers that she wanted the hearing to be postponed or she would take the BBC to court to interdict it. Source: Fin24

What’s your worst customer service horror story? Share it in the comments below!

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