ABSA Innovation Group is de*****ing people

In February I received a call from a sale representative who claimed he is calling from ABSA Innovation Group and he is offering a pre-owned warranty for my 2014 Lexus IS350. After going through the system he realised that my car was still on the Lexus manufacturers warranty and it will lapse around the end of July. I then told the gentleman that I don't mind taking the extended warranty which he was then offering me because the car was still on the existing manufacturers warranty, BUT I will only entertain the offer after the end of July. He agreed and promised to send me this offer to hold on to until the end of July. A document was then emailed to me with the amount lump-sum I would pay or the instalments I would pay if I do take the offer after 6months. That was not the problem, but it was the beginning of a bad deal. In March I then noticed an increase in my car installments, this continued in April, May and in June I decided to call ABSA and asked for the statement and told them about this increase in the car installments. I was advised that ABSA Innovation Group added the warranty installments onto the monthly car premiums. Mind you, this money was pending me giving a go ahead, and the installments starting in July or August. If you think that was the end of it, not even close. When I called ABSA Innovation Group I was asked my ID number, which I gave, to my surprise I was told I had no policy with ABSA Innovation Group. I gave them the policy number on from the document they emailed me, still that policy number was not detected by their system. Meaning I had no policy with ABSA Innovation Group, but they had the audacity to debit money from my account, I call this ***** at its best. Furthermore, I was promised a call before the end of business day last week Wednesday. It was until today that I decided to call again wasting my airtime. That was not enough I was sent from one consultant to the next not even informing me that I was perched to the next line......When I was finally talking to the last consultant he told me that I cannot be reimbursed until they load my policy on the system and then go through the initial recorded call when I was sold the policy. I then told him that is a wrong approach because they are now trying to cover their tracks by creating and impression that the policy has always existed and it was on their system when it never did. What this means is that we now have a contract which again in not the truth and it further incriminates ABSA of wrong doing, by trying to manipulate the systems so they can selfcorrect. I was the one that suggested going through records and listen to the initial conversation, but that process should for part of the internal investigation and in the meantime I have to be reimbursed for the months I was wrongfully charged for the product I never had. Let alone the charges involved from debiting the money from my account and the numerous expensive calls I had to make when ABSA Innovation Group was not coming back to me. I feel used, undervalued as an ABSA customer and ****** by an entity I had so much respect for. I no longer need the extended warranty if this is how the ABSA Innovation Group potential customers are treated. First impressions last.

Hello Siyabonga, thanks for reaching out to us and we sincerely apologise for what has happend. Did you manage to contact the ***** hotline on ***to report this matter? This needs to be investigated further.

No I did not. When I called ABSA Innovation Group they were not surprised to a point that they thought this was a ********** transaction since the policy letter which was sent to me did have all the relevant details matching those from ABSA. The only challenge was that the policy was not capture on the ABSA Innovation Group System, meaning everything regarding the policy checks out as an authentic policy document. That is why they are fast trying to load it onto the system to make it look entirely authentic and legal.