ABSA i-DIRECT FAILS TO PROCESS CLAIM

I submit this complaint on behalf of my mother, R Budhan, who’s a client of ABSA i-Direct. There was a house burglary and theft at her residence on 25th April 2018 at approximately around 11:00am. A window was bust and broken into plus the burglar guard was forced out. This has being exposed and only covered with a mere board till date. Cash and assets to the approximate value of R20k was ******. This was reported to the police station within her jurisdiction with case number 679/04/2018, provided on 26th April 2018. This was reported to the ABSA i-Direct contact centre on ***at approximately around 9:30am on the same day. There was no feedback provided and a follow up was conducted at around 12:00pm by my mother where she was advised that the claim had not been logged. Due to her being put on hold for so long, her air time was depleted so she advised me to call the contact centre and advise them to call her back as I was at work. I don’t recall the names of the representatives I spoke to but on the first attempt the gentleman kindly advised that he would call back on which he did but the call cut off for some reason. I had to call again, however now being irate considering the traumatic situation we’re in and the incompetence received from ABSA i-Direct representatives. So this brings us to the irate conversation I had with the second representative. Explaining my situation above, the staff of ABSA needs to understand that I have a right to be upset because firstly, of the broken which they feel unsecure to live with and she’s been promptly paying her instalments so proper customer service is required. Furthermore ABSA representatives seemed to have no control over the situation at all. So as mentioned, the call with the second representative was a bit irate, however he did not make the situation any better. He seemed to have no customer service s****s at all and had no reverence to ABSA’s ethics, as he did advise me he is not going to assist me and he did not care if I logged a complaint with ABSA, the Ombudsmen or Law Society. I urge that relevant management listen to the recording and assess the worthiness of such an employee. The representative did however call her back and advised that there was a 48 hour waiting period. Up to date this matter has not been resolved and when my mother contacted ABSA today, 4th May, she was advised that there is a waiting period on 10 days. Seriously? I must express that the service rendered by ABSA thus far is extremely awful and not according to the ethics that ABSA preaches. Considering the situation, the main aim is to fix the broken window with a matter of urgency as the residents of the victimised house hold are 2 pensioners who are 60+ of age and feel intimidated living in such circumstances. Due to such incompetence is there any way ABSA could show some redemption or remorse?

I am at the brink of logging a further complaint with the Ombudsman, it's just a mere fact of signing ad forwarding the complaint forms. I urge ABSA to act within the next 24 hours respective of the day.