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Johannesburg - South Africa's largest retail banking group Absa Group [JSE:ASA] is being given short shrift on its Facebook group, as the company deals with the fallout from clients on its recent media statements around Currie Cup rugby.
"Hi Absa. Please tell me how I go about getting my questions answered. As an unfortunate absa client I pay thousands in bank fees every year. Surely I am entitled to have a simple question answered on your forum?" asked client Juan Pieterse for the eighth time on Tuesday.
Pieterse, among others, has been unloading on the Facebook page since news broke in mainstream media that Absa was unhappy with Currie Cup transformation levels. Absa is the event's flagship sponsor, and consumers perceived this intervention in the sport as unwanted, with many threatening to leave the bank.
While the rugby issue has raised tempers, it is not the only area where clients are taking a crack at the bank.
"My boss transfered my salary on the 29th and I only get it on the second, dats pretty shitty guys!!! My notify me sms only hits my cell hours after the transactions. Who is not doing their jobs out there?" commented Absa client Prue Shandu.
Another client, Hendrick Muller, commented: "SA's most expensive bank: Absa."
Thrown into the mix were a handful of racist comments from the page, which has 7 649 members.
A social media consultant who spoke to Fin24.com said that these kind of issues highlighted the problems faced by marketing and communications professionals who use tools like Facebook and Twitter to communicate with their clients.
"It raises a lot of questions for me, where tools like these were being used as one-way instruments between brands and consumers, but are now being treated the same way by consumers throwing back criticism at brands."
While there has been a lot of negativity around the page, the bank doesn't believe it's been all bad.
"I think having the Facebook page has been worth our while; we have had it for two years now and up until the rugby saga it has been very easy," said Michael Berg, who heads up Absa's social media offering.
Users who sift out Pieterse's comments will find that a handful of queries about deposits and internet banking have been resolved by the community administrators.
Berg added that the bank had tried repeatedly to interact with Pieterse in particular, who had been very vocal since the Currie Cup news broke.
However, they could not interact specifically with clients in an online forum about certain types of queries as this could jeopardise client account security.
"In our opinion, it has been a good medium to interact with our clients and is very relevant as it gives us a great base to do research and add insight to our clients," said Berg.
- Fin24.com
"Hi Absa. Please tell me how I go about getting my questions answered. As an unfortunate absa client I pay thousands in bank fees every year. Surely I am entitled to have a simple question answered on your forum?" asked client Juan Pieterse for the eighth time on Tuesday.
Pieterse, among others, has been unloading on the Facebook page since news broke in mainstream media that Absa was unhappy with Currie Cup transformation levels. Absa is the event's flagship sponsor, and consumers perceived this intervention in the sport as unwanted, with many threatening to leave the bank.
While the rugby issue has raised tempers, it is not the only area where clients are taking a crack at the bank.
"My boss transfered my salary on the 29th and I only get it on the second, dats pretty shitty guys!!! My notify me sms only hits my cell hours after the transactions. Who is not doing their jobs out there?" commented Absa client Prue Shandu.
Another client, Hendrick Muller, commented: "SA's most expensive bank: Absa."
Thrown into the mix were a handful of racist comments from the page, which has 7 649 members.
A social media consultant who spoke to Fin24.com said that these kind of issues highlighted the problems faced by marketing and communications professionals who use tools like Facebook and Twitter to communicate with their clients.
"It raises a lot of questions for me, where tools like these were being used as one-way instruments between brands and consumers, but are now being treated the same way by consumers throwing back criticism at brands."
While there has been a lot of negativity around the page, the bank doesn't believe it's been all bad.
"I think having the Facebook page has been worth our while; we have had it for two years now and up until the rugby saga it has been very easy," said Michael Berg, who heads up Absa's social media offering.
Users who sift out Pieterse's comments will find that a handful of queries about deposits and internet banking have been resolved by the community administrators.
Berg added that the bank had tried repeatedly to interact with Pieterse in particular, who had been very vocal since the Currie Cup news broke.
However, they could not interact specifically with clients in an online forum about certain types of queries as this could jeopardise client account security.
"In our opinion, it has been a good medium to interact with our clients and is very relevant as it gives us a great base to do research and add insight to our clients," said Berg.
- Fin24.com
