1ST BANK TO ASK FOR FULL INSTALMENT TO BE PAID WHILE THEY PUT IN AN OFFER TO SELL YOUR PROPERTY DUE TO FINANCIAL RESTRAINT - Your HELPUSELL process is skew and still puts customers in financial difficulty - MAKE IT MAKE SENSE

I wrote a review to you on the 06 May 2024 at 08:39 am. I then received assistance from Yvette Mokwana (ZA) ***ca who gave guidance on selling my property on Your HelpUSell. After providing every single detail to her as to why I cannot afford my bond any longer, nowhere did she mention anything about me still having to make monthly payments on my account. I was COMPLETELY AND 100 PERCENT HONEST in terms of why my situation is hard and difficult and payments will not be met. Yvette confirmed on the 15th of May 2024, that an offer was made from the valuation which was done by the valuator which was sent to view my property and this is what was said via email:

From: Yvette Mokwana (ZA) ***ca Sent: Wednesday, May 15, 2024 9:22 AM To: Davis, Taryll T *** Subject: RE: Bond account ***

Good day

So you will receive 50% discount on the shortfall amount and also you can use the financial assistance amount of R50 000 to cover the shortfall, if all that happens and there is still a outstanding amount left, you will arrange to pay it with 5 years interest free.

From: Davis, Taryll T *** Sent: Wednesday, May 15, 2024 9:08 AM To: Yvette Mokwana (ZA) ***ca Subject: RE: Bond account ***

External Message - Be cautious. If suspicious click the "Report Phishing" button.

Good morning Yvette,

Hope you’re well.

If we proceed with this amount, please can you run me through the process as to what happens from here in terms of the property and the financial part.

From: Yvette Mokwana (ZA) ***ca Sent: Wednesday, May 15, 2024 8:46 AM To: Davis, Taryll T *** Subject: RE: Bond account ***

Good day

The valuation was done and completed and the amount is R450 000.

Can we proceed ?

So, today the 12th of August 2024, I received an email from Emma Ndivhuho Morotoba (ZA) Agent | Call Centre Inbound & Outbound | Home Loans Collections Pre-Legal @11:50 AM. The email reads as follows:

From: Emma Ndivhuho Morotoba (ZA) EmmaNdivhu********ca Sent: Monday, August 12, 2024 11:50 AM To: Davis, Taryll T *** Subject: ABSA BOND *** DAVIS, TARYLL CAROL TC (MS)

Dear Absa Client

Arrears amount: R 20,258.73 Monthly installment: R 6,752.91 due on the 30th monthly Number of Instalments Due: 3.000

Please note that your Absa Home Loan Account is currently in arrears. We are in the process of handing your account to our legal department for foreclosure as it is currently over 3 months in arrears. This will negatively affect your credit record as we are legally required to provide an update of your credit record to the credit bureau of any missed or late payment.

Due to the nature of this account being recently Restructured, note that if the account becomes 3+ months in arrears it must be handed over to legal. Please do expect communication from our legal representative.

We have your best interest at heart and as our client, we want to offer you our support and assistance where we can

Kind regards, Emma Ndivhuho Morotoba (ZA) Agent | Call Centre Inbound & Outbound | Home Loans Collections Pre-Legal Tel +27(0) 86 ***| Email: emmandivhu********ca Absa, Pretoria Campus, Block A, 270 Maggs St Pretoria, Pretoria, 0002, South Africa www.absa.africa [or www.absa.co.za]

I then contact her back as I missed her call and I spoke to a RUDE individual by the name of BENJAMIN who works with Emma. Not only does he not have any phone etiquette, he does not know how to provide a decent service to your customers. I asked him for his surname and manager's details because I was not happy with his service. And he refused to provide the necessary details to me and also dropped the call in my ear. ABSA you should be proud!!

Let me make this very clear, that I have openly and honestly spoken about my financial situation about not being able to afford the bond after everything that I have been through with being misled by the Agent's seller; the seller herself; my agent as well as ABSA who gladly funded this property to me as a First time home owner without the complex having their financials in order. The property with sold to me without the defects of the property being shown to me, all was hidden and not disclosed. Without my knowledge there was a "voetstoets" clause in clause 8 and ABSA brushed it off that it was not their problem that they funded this property to me with all the issues around it. 5 brownie points to ABSA for keeping the highest rate of "integrity"!!

Yvette started the process with the HelpUSell and the property was mandated on the 16th of May 2024. The agent contacted me on the 22nd of May 2024 who is from Mr Real Estate Property Group on reference no.: 14466 and attorneys Smit Sewgoolam Inc was assisting with the transfer on the 4th of June 2024 which I know now no longer proceeded with the buyer who was interested in the property.

What I need to understand is how can you now tell me that my account is in arrears as mentioned by Emma and Benjamin as well as their manager over email and a phone call if you are well aware of me as the customer, not being able to afford the bond after the last payment restructuring plan in April 2024?

I have disclosed every detail to my financial situation and I am informed about my account that will be handed up. Yet, NO ONE NOT EVEN YVETTE INFORMED ME ABOUT STILL HAVING TO MAKE PAYMENTS EVERY MONTH. How can you expect someone to meet your instalments every month for me in this case is R6,752.91 to be exact when I was restructuring the bond the last 12 months and I have asked for help from ABSA but am told by your rude consultants to pay the account. No one told me about payments.

I need clarity on this and I need to understand how this is helping customers who are in financial distress? ABSA should be ashamed of the service they give customers over the phone. I would like to get better clarity and all calls to be pulled from your recordings and you can point out to me where on your mandate that I signed was disclosed about a customer in financial distress is still to pay the FULL instalment amount every month.

1. Also, how are you actually helping someone who is in no means of paying what the instalment amount is every month, after explaining the situation of the property that you funded to me?

2. Your process does not make any sense if a bank sells a customers property due to the inability to afford the property how is the customer still responsible for payments, when the bank made an offer and took the possession of the property and is in process of trying to sell it under HelpUSell?

3. Referring to Yvette’s emails, she stipulated the following: “So you will receive 50% discount on the shortfall amount and also you can use the financial assistance amount of R50 000 to cover the shortfall, if all that happens and there is still an outstanding amount left, you will arrange to pay it with 5 years interest free.” If it was confirmed to working out a payment plan once the property is sold, how do you expect distressed customer’s to make and meet your monthly instalment payments every month when I was only able to afford your last restructuring plan amount of: R1601.81?

I cannot understand why I always have to voice my complaints and get my point across on this platform. ABSA has email addresses, contact numbers and consultants are telling us to phone in but they NEVER know where to direct the call or how to help us over the phone. I am really losing my patience with you as a bank. Your service is appalling! I cannot begin to fathom how your skew process for HelpUSell even makes sense or how you think you are assisting people who cannot afford a bond anymore. I was a consistent payer until being *****ed over by everyone of YOU!!! ESPECAILLY ABSA!