ABSA staff is confused and unsure what to do.

I have 2 homeloans with ABSA.

Usually the service from ABSA is decent.

But now the staff seem to lose it.

I called ABSA home loans regarding my two existing home loans, the lady told me to send an email with my ID number on the subject line, and what I need as well as the homeloan account numbers in the body of the email.

So I did that. I have sent in an email 6 days ago to *** with the request.

I received an immediate automated reply from ABSA to say the email has been received and forwarded to a consultant.

After not hearing anything back since the automated email response I thought that it would be wise to give them a call and to do a follow-up on the query.

A gentleman answered the phone and said that he cannot pick up my request and ask me when the email was sent and what was on the subject line. I gave him the time and date when the email was sent and told him on the subject line is my ID number as per what the previous lady told me to do.

He then told me to send in two new additional emails with the bond account numbers on the subject line as they cannot pick up ID numbers.

I was on my way to send two new emails when I thought this doesn't sound right and phoned again as I didn't want to make duplicate requests on the system.

The second time I spoke to a lady again who said that she can see my email was received and it was forwarded to a department but she can't see who or what is currently happening with it and said I must just give it more time. (Another few days)

Seems like ABSA Staff is starting to not know how to do what, where and when.

Please can I get an urgent update on the matter.