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Ursula C
1 reviews | Active since Jun 2011
21 Dec 2020, 10:05
ABSA holding customers to unrealistic timeframes that they don't hold themselves accountable to
When you send correspondence to ABSA Home Loans on a Monday morning (14 December) and they respond on a SATURDAY morning (19 December) and then CLOSE the query on MONDAY morning (21 December) because you have "FAILED TO RESPOND" - so it's okay for you to take a full working week to respond, but god forbid a customer doesn't check their emails and respond over a weekend to the information you require and respond within 49 hours of your email being sent. Perhaps you should respond as timeously as you expect your customers too!!!
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Replies (2)
Absa's replyOfficial
21 Dec 2020, 12:59Dear Ursula,
Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology for inconvenience caused. Your case reference number is C-***9 . I will be in touch within the next hour to provide you with my specific contact details as well as a request for additional information.
Kind regards,
Basani Hlungwane
Group Customer Care
Absa Bank Ltd
Basani Hlungwane
Group Customer Care
Absa Bank Ltd
Absa's reply21 Dec 2020, 12:59
Official
Dear Ursula,
Thank you for bringing this unfortunate matter to my attention and please accept my sincere apology for inconvenience caused. Your case reference number is C-***9 . I will be in touch within the next hour to provide you with my specific contact details as well as a request for additional information.
Kind regards,
Basani Hlungwane
Group Customer Care
Absa Bank Ltd
Basani Hlungwane
Group Customer Care
Absa Bank Ltd
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Ursula C's updateReviewer Update
23 Dec 2020, 16:57After my complaint on this platform Basani sent an email stating that they would be dealing with the matter, I have forwarded all requested information only to get an automated notification that our instalments were to INCREASE (no rate review as requested), this too was forwarded to Basani who has yet to respond. Today I receive an email from Patricia Senare requesting that I sign the attached form - no surprise that there was no attachment - but I am pretty convinced that this is the exact form that was sent on Monday to no less than Basani and Donovan Williams (the individual who closed the query initially because I didn't check my email over a weekend).
You really are exceeding at proving my point when it comes to the incompetence and lack of customer service - shall we see how much longer you will continue to sit with egg on your faces?
You really are exceeding at proving my point when it comes to the incompetence and lack of customer service - shall we see how much longer you will continue to sit with egg on your faces?
UC
Ursula C's update23 Dec 2020, 16:57
Reviewer Update
After my complaint on this platform Basani sent an email stating that they would be dealing with the matter, I have forwarded all requested information only to get an automated notification that our instalments were to INCREASE (no rate review as requested), this too was forwarded to Basani who has yet to respond. Today I receive an email from Patricia Senare requesting that I sign the attached form - no surprise that there was no attachment - but I am pretty convinced that this is the exact form that was sent on Monday to no less than Basani and Donovan Williams (the individual who closed the query initially because I didn't check my email over a weekend).
You really are exceeding at proving my point when it comes to the incompetence and lack of customer service - shall we see how much longer you will continue to sit with egg on your faces?
You really are exceeding at proving my point when it comes to the incompetence and lack of customer service - shall we see how much longer you will continue to sit with egg on your faces?