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Rory T

1 reviews | Active since Nov 2009

16 Mar 2018, 10:52

Absa holding my money ransom with no workable solution and pathetic service to address their system problem

My Flexi-reserve on my bond has been frozen with no reason. I was not informed and had to find out when attempting to transfer funds. No communication from Absa and when calling them they acknowledged a problem, but said the only solution is for both my wife and I to go into a branch.

0
Replies (6)
Absa
Absa's reply16 Mar 2018, 12:05
Official

Dear Customer

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

Kind regards
Nthabiseng Sibande
Group Customer Care
Absa Bank Ltd

RT
Rory T's update28 Apr 2018, 12:26
Reviewer Update
Still no feedback and the following monthly my mortgage payment went up 500%
Absa
Absa's reply01 May 2018, 11:26
Official

Dear customer

Feedback was sent to your email box on the 16 March 2018.

RT
Rory T's update01 May 2018, 18:18
Reviewer Update
Sending me an email with and incomplete answer (which didn't eventuate) and then closing the case is not sufficient. I did receive an email on the 16/03 which just stated that my Flexi-reserve would be reinstated the next day however it was still not the case 2 days later and I received no explanation as to why my Flexi-reserve was withdrawn for a number of days, and why my subsequent mortgage payment increased dramatically as the Flexi-reserve was not offsetting the outstanding mortgage amount. I would like answers to all these issues - none have been forthcoming, even going in to the branch. My mortgage payments need to be recalculated with the Flexi-reserve included. I also require an explanation as to the cause and an assurance that this will not happen again.
Absa
Absa's reply03 May 2018, 11:46
Official

Rory

I tried again to get hold of you telephonicaly with no success.

The initial complaint was about not being able to make withdrawal from flexi which as per email sent to you was addressed, the whole of Absa had system problem on flexi reserve facility and we apologised for that.

The other concerns that you are addressing now are new which means they need to be reported by you separately and a new case needs to be logged.

Kind regards
Nthabiseng Sibande
Group Customer Care
Absa Bank Ltd

RT
Rory T's update03 May 2018, 16:31
Reviewer Update
Nthabiseng, Let me be very clear here. You apologised - yes. You said my flexireserve would be reinstated the next day - it wasn't. I had to go into a branch and spend a couple of hours resolving it myself. The knock on issues with my monthly bond payment not being correct are as a direct result of Absa not recalculating my bond payment after the flexireserve issue was eventually corrected. I have contacted my Absa premium banker and raised it on this platform - and I have yet to receive a response from either. Instead I'm told that I need to log a new case, when the issue relates to the same root cause. I've contacted my premium banker - what other channels are available to get an answer and a resolution? I simply want my bank to maintain the integrity of my financial data - you have clearly not done that.