ABSA - Bad customer service.

I tried to contact Absa Home loan department on 2024-09-13 after I received a letter from them. I wanted to make sure I understand the letter correctly to avoid future problems. I called them from my cell phone and hanged on for more than 13 minutes, waiting for their push notification, to allow me to continue with my query. I decided to send them an email.. Good day I tried to call your call Centre, holding on for more the 13 minutes, and still did not get through to speak to anyone. Eventually push notification was sent to me 15 minutes later.. your system is not working. I need clarity on the attached document and would appreciate if a consultant can contact me. Is the insurance now included into my monthly debit with my bond payment, or will there be another yearly deduction for the home owner’s insurance?

Up until today no one called me back or even answered my email. I checked my home loan account today and found that indeed Absa is deducting money on a monthly basis towards the home owner’s insurance as per the letter received. What concerns me is that they also deducted on 2024-10-09 a yearly fee towards the same home owner’s insurance to the amount of over R14 000. I am now paying double for the same home owner’s insurance. My question to ABSA bank is this, is this just a honest mistake or a **** that goes through millions of peoples accounts that have home loans with Absa. Is the bad service we as clients are getting from the bank and that have been with the bank for more than 36 years an indication that it is time to move all accounts to another bank?

Please feel free to contact me on my cell ***/ *** or email ***. W Greyling