ABSA CLAIM NR ***

<p>To whom it may concern</p> <p> </p> <p>ABSA CLAIM NR ********** : 14 PARKZICHT CLOSE, UITZICHT, 7570</p> <p> </p> <p>1. On 20 June 2016 I have submit a telephonic claim with respect to floor tiles that were coming loose in the living area of above mentioned dwelling.</p> <p> </p> <p>2. On 21 June 2016 I have received an e-mail from ABSA insurance ********** informing me that they await the feedback from the assessor for reviewing the claim against policy terms and conditions.</p> <p> </p> <p>3. On 22 June 2016 the appointed assessor, Mr Adnaan Begg, visited the mentioned dwelling for his inspection/assessment.</p> <p> </p> <p>4. On 27 June 2016 I was telephonically informed by Mr Aubrey from ABSA that the claim was rejected and he will follow it up with an written e-mail to me. He also confirmed my e-mail address.</p> <p> </p> <p>5. I requested a telephone number or e-mail address for the enquiries/ complaints department from Aubrey, if any, because I want the result been re-considered. He (Aubrey) informed me that the required information will appear on the e-mail that he was going to sent me.</p> <p> </p> <p>6. I have never received this promised e-mail from Aubrey.</p> <p> </p> <p>7. On 7 July 2016 I phoned the call-centre and spoke to Me Annatjie de Beer. I asked her to make a follow-up on the feedback promised by Aubrey, hence I have received no written feedback yet. No response received.</p> <p> </p> <p>8. On 11 July 2016 I have sent an e-mail to ********** requesting written feedback on claim nr ********** . No response received.</p> <p> </p> <p>9. On 22 July 2016 I went to my local ABSA branch (Durbanville) to seek assistance with this claim because nobody at the call-centre bothers to answer me.</p> <p> </p> <p>10. The lady at the helpdesk phoned the call centre and handed the phone over to me. I told her that it is a fruitless exercise because my calls and e-mails don’t get answered by the consultants at the call-centre.</p> <p> </p> <p> </p> <p>11. I again explained the whole story of the claim to the consultant. The lady at the ABSA helpdesk also made another call to a manager (Me Nchaepuoa) of the call centre and requested her to phone me.</p> <p> </p> <p>12. On 22 July 2016 I have received a call from Me Nchaepuoa from the call centre. I informed her about the whole history of the claim and that I need written confirmation that the claim is rejected.</p> <p> </p> <p>13. She confirmed to me that she will ensure that Aubrey sent me an e-mail and furthermore ensure me that she will forward me the e-mail address of Aubrey’s manager. She then confirmed my e-mail address. Needlessly to say: Still no response received.</p> <p> </p> <p>14. How important is a paid-up customer for ABSA after all these struggles and utmost poor service delivery? Experiencing this poor/non-existing service delivery and accompanied frustrations for the client, I begin to understand the economical downward spiral of this country. How can a company of the statue of ABSA employ such *********** people?</p> <p> </p> <p> Mr G.S. Olivier</p> <p> ********** 303</p>