ABSA Staff and Financing

iF I COULD GIVE ZERO STARS I WOULD!

To whom it may concern,

I am writing to express my grievance regarding the brutality with which I have been treated by ABSA.

I have listed below the series of events that have taken place to elaborate on the terrible experience :

1. On December 18,2024. ABSA called and did not communicate with me directly to enquire about my late car instalment, and instead contacted my second contact person.

2. 12 February 2025, i received a phonecall from a number not in my phonebook ***, they addressed themselves as an ABSA deligate Nkululeko Hlophe. He called me to inform me that he has been tasked with collecting my vehicle because it had been concluded (without my knowledge or previous communication) that I can no longer afford it. He was calling in an unfriendly tone, aggresive manner to set up the collection date and place or I pay R10 588.00. During the phonecall, I then enquired with Nkululeko Hlophe if there were other options available, I asked him if there was a way to "revise" the debt because I had been in constant contact with the bank. Nkululeko Hlophe then told me, that there are no other options, and that him calling was just a courtesy call from his side. He said there was no reasoning or chance for me to even fix it.

3. 13 February 2025, I called ABSA Bank Collecions/Arrears ***and requested for contact details of the person who is responsible for my account to discuss options and a way forward on my vehicle finance. I spoke to a lady who introduced herself as Foggie(excuse my spelling). She proceeded to give me contact details of Freedom Hlophe : Risk Mitigation Officer : ***ca : *** This then confused me, as this was the same number that had previously called me and gave himself a different name of Nkululeko and this is the same person that had stated previously he doesnt want to discuss my options as I had none.

4. 17 February 2025 I then emailed Freedom Hlophe and requested for me to kindly make payment arrangements for my account. Freedom did not reply to the email, he instead called me on 21 February from ***. Again with this phonecall, from the beginning he made it known in his manner and tone, that there was no reasoning or willingness to discuss anything with me. At that point we were not getting along at all, his tone was forceful, condescending and I felt bul****.

To try and calm the situation, and resolve, i then reiterated what was said in my email, asking him what options are available to me, as the main problem was that he was changing his story on the phone as suddenly there are options available besides the collection.

I requested that he communicate in writing all of my options, because the trust had been broken and it was clear that we were operating on different agendas. At that point I was already feeling bul**** I was emotional and so emails would help us both.

On the same day, he then proceeded to send a suggestive email to either pay the outstanding balance of R5 588.00 or opt to sell the vehicle. and that he would still be visiting my work place or my home to discuss options (that he did not put on any of the previous emails).

4. 24 February 2025, Freedom called and tells me that I must reply to his email. I then told him that I will reply to his email when I am ready because I had received a revised statement from the bank 16 February 2025, that said I had until 01 March 2025 to pay.

He then told me that I can not reply when I am ready because he needs to report. I then informed Nkululeko/Freedom that my problem is that he is not informing me of all of my options, and i queried why he did not give me all of my options on email so I can make an informed decision, why does he have to see me in person to discuss that in the digital world we function. Why couldnt we meet in the Branch as an option, instead of trying to meet at different locations.

It was only then that he informed me about restructuring, I told him that is exactly what I wanted to do the first time when he called and he told me I do not have any options. I proceeded to ask why he did not put that information on the email or say it during our phonecall like I had requested and he told me I'm refusing to co-operate and he wants to move on. I must not worry myself on why he didnt give me that option.

I then emphasized that he must communicate that in writing as well as we had agreed. It has been over 48 hours and there has still been no communication from Nkululeko/Freedom since the phone call. Freedom is forcefully projecting his personl agenda in the situation instead of attempting to find a solution that is mutually benefitial.

I feel that this treatment and behaviour gotten from a representative of ABSA is showing me that this Bank does not care about its customers, especially customers who are willing to discuss options and goes against Conduct Risk regulations which clearly outline poor customer service, which is what Nkululeko/Freedom has egregiously done and TCF (Treating Customers Fairly) Policies in the Bank, which clearly outline understanding of customer needs, suitable products for the customer and clear communication. This treatment has been atrocious and unacceptable, as I have shown my committment in trying to rectify my arrears position and clear my name.