Absa finance call centre

Good day,

I would like to complain about my issue with Absa and Absa finance.

In May 2016 I purchased a second hand car and got financed through Absa finance .

In July I got contacted by an Absa insurance consulted asking if I would like to take an extra insurance on my vehicle.

I did agree on that day ,which would be an extra R200 added on to my monthly instalment of the above mentioned car.

I did however speak to my husband in the evening and we decided to cancel it the following day as I am already fully

insured . It was confirmed telephonically that it was cancelled.

Only in December looking back on my statements , did I realize that they have been taking the R200 since July.

I then contacted Absa finance and to cut a long story short ,spent about 3 hours on the phone being transferred to different

Departments and being told to phone 7 different numbers. I eventually got to speak to a lady in one of the call centres

who then told me they would A) stop the next debit order from going through as she could see it was cancelled.

B) She had lodged a case with admin

C) it would take up to 14 days to refund the money but the money would go back into

my finance account.

D) I was to then call a different call centre 14 days later to tell them I needed them

To transfer the money back into my savings as they were not part of Absa but

Absa finance and could not put the amount into my savings account as they had no

Banking details for me. I told them they did ,otherwise where would the debit order

be coming from?I was told they could not help me as it is not their department.

So 14 days later I phoned the number they gave me and was told they could not see anything or any refund on my account.

I was then told they would put me through to someone who could help me and was then cut off.

I then called the same number again and was told a whole different story again. Again I was put through to someone

and again was told to call back to the number I originally called the first time 2 weeks before.

Again I spoke to a lady , who luckily enough for me I thought, was the same lady from 2 weeks ago. I then got a whole different story again.

She then told me the admin was very busy and nothing had been done about it yet. And they can directly refund me into my savings account. The story keeps changing and I feel sorry for these consultants who have no answers for customers.

However I have had no service and am eagerly awaiting her promised call this afternoon.

I am an Absa customer and have been for many years. I am bitterly disappointed that there is no one I can personally

Complain to and I feel no one is helping me. Please advise me as I am at my wits end.