Absa Let Down

I called ABSA Vehicle Finance to explain my situation, as I have recently been retrenched and wanted to cancel my debit order in order to prevent unnecessary bank charges. During this call, I spoke to a consultant named Queen. Unfortunately, the interaction was extremely disappointing. The consultant did not show any empathy, did not check my account, and did not listen to my circumstances. I was simply told that she could not assist me because a debit order “must” be in place.I clearly explained that my mother would be assisting me by making cash payments directly into my vehicle finance account, as I was trying to manage my obligations responsibly while unemployed. Despite this, the consultant was abrupt, dismissive, and unwilling to offer any form of assistance or alternative solution. It is not easy to explain to anyone that you have lost your job and are struggling financially. I reached out to ABSA in good faith, specifically to prevent unpaid debit orders and additional charges. Instead of receiving support, I was let down by the lack of care and poor service. As a direct result of this, my account has now incurred unpaid fees that could have been prevented had I been assisted appropriately when I initially contacted ABSA.I therefore formally request:

A reversal of the unpaid fees charged to my account, as I took reasonable steps to prevent this situation. I trust that ABSA will take this matter seriously and resolve it fairly. I look forward to your response