Absa responds to long queues concerns

In their efforts to abide by regulations, banks are experiencing long queues and it has become a cause for concern.

An Absa customer recently highlighted this concern by posting a photo to social media of long queues outside the Absa branch in Greenstone.

Absa’s managing executive of physical channels, Tshiwela Mhlantla, spoke more on how they are handling this new reality.

Mhlantla said on this particular occasion, the crowding at the Greenstone branch exceeded expectations.

“Planning structures have considered the management of queues at our branches and the spacing protocols are enforced.”

Mhlantla explained how Absa is seeking new ways and innovation to improve their customer experience and combat long queues.

“Absa is reviewing its processes and the employment of digital strategies that will make the anticipated growth in queues better as the gradual re-opening of the economy gains momentum. In addition, we have intensified our customer education initiatives to heighten the awareness of using other banking channels such as ATMs, transacting via the digital app, as well as internet banking to connect to our services.”

Mhlantla said the risk of contracting the Covid-19 virus remains high as more people emerge to transact and shop.

The manager shared information on what customers should do if they arrive to long queues at a branch.

“Customers are advised to adhere to a strict sanitising regimen and to maintain the mandatory 1.5-metre physical distance between each other. The government requires citizens to wear masks at all times.”

Mhlantla added more Absa branches have been opened under the level three regulations.

“Five hundred seventy-eight of our branch network resumed operations, some with alternate days of operation in areas where customer traffic is minimal. Customers can refer to the bank’s website for a daily updated list of branches open. Majority of the branch network operations are aligned to the lockdown levels, according to Mhlantla, and they are managed dynamically as informed by new information as well as provincial lockdown opening guidelines.”

“Absa has prioritised the health and safety of its customers and staff throughout the lockdown period. To date, all our branches and offices have been subjected to increased hygiene requirements, regular sanitising and social distancing protocols. As such and in compliance with efforts to reduce the spread of Covid-19, the manager said there are restrictions placed on the number of clients who can be accommodated inside a branch at any given time.”

“Customers who are struggling to pay monthly premiums on the funeral, life, disability, critical illness or hospitalisation products may get premium payment relief for two additional months and still keep their cover. The missed premiums will be recovered from any future benefits payable. Nothing is required from policy holders to access this benefit as Absa will communicate with qualifying customers as payments become due.”

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