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KN
Khanyisile N

1 reviews | Active since Aug 2014

09 Jan 2018, 18:43

ABSA forcing me to be a bad consumer

I am going on UNPAID maternity leave for five months from April 2018. I called ABSA to inform them of this and to ask that they pause my payments or restructure my repayments so that I do not default.

The call centre lady told me that she cannot do anything until I default. So what I need to do is wait for the end of April when I will be unable to pay the installment. Absa will debit my account and the payment will return unpaid. When that happens they will then call me to arrange restructuring.

Naturally my concerns were that if I default: (1) I have to pay the fee associated with the lack of funds in my account and, (2) my credit record will be negatively affected by my default in payment.

The lady said there is nothing they can do and proceeded to abruptly end my call.

What mad nonsense is this??

0
Replies (2)
Absa
Absa's reply10 Jan 2018, 13:29
Official

Dear Customer


Thank you for bringing this matter to our attention. We will investigate the matter and furnish feedback shortly.

Kind regards

Daphne Le Grange

Group Customer Care

Absa Bank Ltd

KN
Khanyisile N's update12 Jan 2018, 17:13
Reviewer Update
Absa responded within a day to my email and Hellopeter complaints. Turns out I can send a motivation letter and other documents to request a restructuring for the period of the maternity leave. So the issue with the first person I spoke to from the call centre was lack of appropriate training. I hope they train their staff better from now on. We can’t always resolve issues by escalation just because the first point of contact doesn’t understand company systems.