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Customer Questions & Answers (core issues)

  • 1. Is it safe for customers to use Absa branches?

    Yes, it is safe for customers and staff to use Absa branches. We’ve implemented a range of safety interventions across all sites, including having our buildings regularly sanitised and hand sanitisers made available. Absa employees understand hygiene procedures as outlined by health authorities.

  • 2. Is it safe to use your biometric machines?

    Our safety measures include hand sanitisers and alcohol swabs for staff to wipe biometric readers after every transaction or customer interaction. 

  • 3. If an Absa branch is temporarily closed, how can I take care of my banking needs?

    If a branch is closed, customers are advised to use any nearest open branch. However, remember that you can always access your accounts online or by using the Absa Banking App at your convenience. From there you can make payments, view transactions, check balances, find an ATM, and more.

  • 4. Does Absa have a plan to disinfect surfaces in busy areas often?

    As per World Health Organisation (WHO) protocols and requirements, we have introduced thorough cleaning and hygiene measures across all work areas. These include sanitising at regular intervals surfaces at all our facilities, especially reception areas and door handles. 

  • 5. Are clients screened or required to declare their recent travel as they enter our branches and campuses?

    When visitors sign in at our receptions, they will be asked to declare if they have recently travelled to a high-risk country. We also will inform guests that Absa sites are no-handshake zones. 

  • 6. What protocols are you taking to protect your employees who have to travel as part of their jobs?

    Absa has issued a precautionary Level 1 business travel advisory for all employees in the affected regions. This implies that travel is banned unless it is absolutely critical and has been approved by the accountable Group executive committee member in consultation with our medical team. These restrictions will remain in place until the spread of the virus has been contained.

  • 7. Are Absa employees able to stay at home or must they come into office/ branch?

    Absa staff members are encouraged to work remotely (away from normal base) wherever possible to prevent the spread of infection. However, given that not everyone is able to work remotely, the decision to allow this is based on the need for minimal disruption to business operations while balancing health and safety. 

  • 8. Where can I report branches which seem not to have sanitisers?

    We are doing everything we can to ensure that all our branches have sanitisers for use by employees and customers. Where these have run out or have not yet reached the branch, we encourage customers to alert our staff in these facilities.

  • 9. Will coronavirus affect customer service or other services that Absa provides to me or my business?

    We are currently not experiencing disruptions to our customer or banking services as a result of the coronavirus and do not anticipate this situation to change. We will keep you updated should any new developments occur. 

  • 10. What protocols are in place for those who have high/medium risk health concerns?

    Our contingency plans place the highest premium on the safety of our customer and employees, as we aim to ensure minimal impact on your banking services. While the extent of COVID-19 is still unknown, our plans have the necessary flexibility to evolve as the situation requires. 

  • 11. Is it safe to handle cash?

    We are working closely with the South African Reserve Bank, our third-party service providers and the industry to ensure we manage the country’s cash supply in the best possible manner. These measures include ensuring that our service delivery platforms including tellers, ATM dispensers and other cash processing areas are sanitised at regular intervals. However, it is only good hygiene practice to wash your hands after handling money, especially if eating or handling food. 

  • 12. Is it safe to use point of sale (POS) machines?

    Given the widespread use of POS machines in the market, it is vital that customers make every effort to handle these devices with care and responsibility. Many retailers have put in contingency measures such as sanitising POS devices. However, as with any surface that multiple people touch, we strongly advise our customers to sanitise these surfaces as far as possible and wash their hands after using these. 

  • 13. Is it safe to use your ATMs?

    All our in-branch ATMs are thoroughly cleaned at regular intervals. As with any surface that multiple people touch, we strongly advise customers to sanitise these surfaces and wash or sanitise their hands after use.

  • 14. Is there a risk of increased fraud?

    The widespread concern and publicity around COVID-19 creates the perfect opportunity for cybercriminals to devise scams and launch phishing, sharing of confidential information, or opening infected email attachments. 

    Please remain vigilant and keep the following important pointers in mind:

    • Be wary of any email that communicates great urgency. This ploy is often used to cause people to panic into making mistakes.
    • Never respond to any email that entices you to bypass Absa’s security protocols.
    • If you are sent an offer that seems too good to be true – it probably is!
    • Never share any personal information with unverified third parties.
    • Treat as suspicious any email or telephone call from someone purporting to be a government or health official.

    Report any suspicious communication to our fraud hotline 0860 557 557.

  • 15. Can I request interest-free payment for holidays/ pausing bond payments?

    We continue to evaluate the impact of COVID-19, including its economic impact, on an ongoing basis. We are looking at various possible scenarios and related actions that may become necessary should customers find themselves in financial difficulty. We would like to heighten our call to our customers to approach us directly in the event of any form of uncertainty, including financial distress, during these unprecedented times.

  • 16. Do you anticipate a spike in long-term insurance claims as a result of coronavirus?

    While it is too soon to speculate about the impact of COVID-19 on insurance claims, the Absa Insurance Company is monitoring the situation closely and considering various scenarios and related actions that may become necessary should the impact of COVID-19 be sharply heightened. We are confident that we will be able to deal with any upsurge in claims. Clients are encouraged to speak to us or their broker should they have any concerns.

  • 17. Emergency cash. Will I have access to my savings in fixed term accounts without being charged?

    We continue to evaluate the impact of COVID-19, including its economic impact, on an ongoing basis. We are looking at various possible scenarios and related actions that may become necessary should Social media responses 4 customers find themselves in financial difficulty. We would like to heighten our call to our customers to approach us proactively in the event of any form of uncertainty, including financial distress, during these unprecedented times.

  • 18. If I used my credit card to book travel, is there card protection should I need to change my Plans?

    All customers who have made a POS payment on their Credit Card to book their travel qualify for basic travel insurance. The level of cover depends on the card used for the booking, if any additional cover was purchased and when this was purchased. (Terms and Conditions apply).

    It is very important that customers don’t make any cancellations before they have consulted with the relevant insurer. Contact details are as follows:

    • Visa Signature and Visa Infinite Credit Card Booking (011 541 1068)
    • All other Absa Credit Card Customers (011 370 9205)/absatravelclaims@brytesa.com

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