OH
Omar H
1 reviews | Active since Aug 2020
26 Aug 2020, 01:47
Absa took money from my account, No warning, No permission, No refunds!!!
I am appalled at the lack of service I've received from Absa!!! Highly disappointed, I have lost all trust and confidence in this bank . I was offered a covid relief payment for credit card payments with Absa, they inform me interest will still be charged, but I'm relieved of making payments for those 3months, at the end of those relief months I will then start payments going forward as prior to covid. On the 30th July a payment debit goes off, Instead of debiting me one instalment, they debit me all 3 relief months payments in one go!! I contact call center help, speak to a rude, unprofessional man, no assistance received. I go into the bank, they make me phone the same call center speak to the same rude person, no explanations or apologies, just told there's definitely a mistake but there's nothing we can do about it. Teller sales consultant says its a mistake but no refunds. I email Absa customer care as well, reply is someone will contact me, but no one has, there's been no resolve nor assistance. I did not give Absa permission to TRIPLE debit my account, nor was I informed of such a possibility, its practically *****ing!!! But what upsets me the most is the quality of service, no explanations, no apologies and seems everyone that works for Absa has an "I don't care, not my problem attitude". And cherry topper: I check my debit status, seems Absa has put in another Triple debit takeout from my account going of on the 30 of August again!!! I go into Absa bank again stand in que for 2 hours just to get in, I ask to please cancel and readjust this debit amount, get told No sorry you cant but there must be some mistake We can not debit you a 3 month payment in one go, I show proof you guys did and plan on doing so again!! No response just shoulder shrugs. I wont even begin to complain about the mobile banking app, that's always offline with multiple issues that apparently you cant be assisted with either. Its been a month, still no contact to resolve. Please stay clear of Absa, all this is pathetically ridiculous!!! taking money out of your account without permission...is *****ing is it not?
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Replies (2)
Absa's replyOfficial
26 Aug 2020, 11:14Dear Omar
Thank you for bringing this matter to our attention. Kindly provide us with your account/ID number to log a formal complaint for investigation. Also use the private reply for me to see the details. We will investigate and provide you with feedback timeously.
Regards
Lebogang Mashiane
Specialist Case Manager
Customer Value Management
Lebogang Mashiane
Specialist Case Manager
Customer Value Management
Absa's reply26 Aug 2020, 11:14
Official
Dear Omar
Thank you for bringing this matter to our attention. Kindly provide us with your account/ID number to log a formal complaint for investigation. Also use the private reply for me to see the details. We will investigate and provide you with feedback timeously.
Regards
Lebogang Mashiane
Specialist Case Manager
Customer Value Management
Lebogang Mashiane
Specialist Case Manager
Customer Value Management
OH
Omar H's updateReviewer Update
26 Aug 2020, 16:39Good Day Absa Responded.
Thank you for you prompt correspondence, I am.. bit disappointed I had to go through an external complaints website to get immediate response.
My ID number is: ---------------------.
I world gratefully appreciated some feedback about the matter in question regarding the insane credit card deduction taken from my account, coincidentally enough there is another matter that arose this afternoon that would require your investigation as well, since I now have your attention.
I received a call today from your vehicle finance department, with a consultant demanding I pay a double instalment after covid relief arrangement, well hats off to you guys actually in forming me this time round of the premediated theft. Needless to say, that was not the objective of the relief aid offer.
I was offered via sms a covid relief arrangement for my vehicle finance payments, like was done with the credit card payments. A consultant from that division explained how it worked, I would not be required to make payments within that time, the debit would be stopped for that time frame and recontinued when the relief was over. Also I received sms confirmation of all this and when my relief months were approaching to an end, I was offered to continued relief aid, I accepted and processed it for a further 2 month extension via sms offer, as I’ve had my salary affected by the pandemic, 30% reduction in salary and on short time. All I was instructed to do is ensure that there are funds available for payment at the end of relief agreement, as debits will continue as previously was on the 25th of every month going forward, I’m instructed to make sure funds are available for the debit, which I did, you welcome to confirm that with your credit card division that triple debited me with the available funds, they’ll confirm the funds where available and some. However, that vehicle debit did not go off, haven’t a clue why not and apparently neither do your consultants, all we do know is that the problem lays on Absa’s end, I assume the R7800 triple credit card debit extraction had something to do with it, or maybe the 2 instalments were combined magically or maybe Absa has gremlins in their system or the vehicle payment debit was clearly not reactivated on Absa’s end or maybe even a system malfunction or delay? Endless assumptions, but the only reason I assume is because no explanations are ever given!! Seems to me as though nobody knows what’s going on at Absa?? Your vehicle finance consultant, has an accusing tone with me as though I have purposely not paid and is trying to tell me you want my first debit to be a double instalment or 60 % thereof ?? She does not have all my information in front of her and is requesting to see my covid relief SMSs, not sure the relevance, as why would Absa stop accepting my payments if they didn’t initiate the relief themselves. She is not listening to me, just insisting and trying to coax me into a accepting a further double instalments payment going forward?? As though she was Chasing some sort of collections Tally for her own consultant target needs, I’ve asked her to please check the system and have all the information in order and then get back to me to make arrangements going forward, I insist that she understands that under no circumstances am I agreeing to a double instalment payment going forward, hopefully recorded communication stands as proof thereof, as I fear they will do it anyhow without my permission , as was done previously with the credit card division.
I would also like to inquire whether all this relief payment confusion or *******ions on your systems have effected my credit profile?
Just for the record, I have been paying diligently without missed or skipped payments for my vehicle since day one, approximately 3 years now!! I have been banking with Absa for +- 25 years!!! I would like to be treated like a consecutive paying long-term client in future when contacted by your institution, without judgmental suspicion attitudes and being treated like the antagonist when I’m clearly the victim.
Kind regards.
OH
Omar H's update26 Aug 2020, 16:39
Reviewer Update
Good Day Absa Responded.
Thank you for you prompt correspondence, I am.. bit disappointed I had to go through an external complaints website to get immediate response.
My ID number is: ---------------------.
I world gratefully appreciated some feedback about the matter in question regarding the insane credit card deduction taken from my account, coincidentally enough there is another matter that arose this afternoon that would require your investigation as well, since I now have your attention.
I received a call today from your vehicle finance department, with a consultant demanding I pay a double instalment after covid relief arrangement, well hats off to you guys actually in forming me this time round of the premediated theft. Needless to say, that was not the objective of the relief aid offer.
I was offered via sms a covid relief arrangement for my vehicle finance payments, like was done with the credit card payments. A consultant from that division explained how it worked, I would not be required to make payments within that time, the debit would be stopped for that time frame and recontinued when the relief was over. Also I received sms confirmation of all this and when my relief months were approaching to an end, I was offered to continued relief aid, I accepted and processed it for a further 2 month extension via sms offer, as I’ve had my salary affected by the pandemic, 30% reduction in salary and on short time. All I was instructed to do is ensure that there are funds available for payment at the end of relief agreement, as debits will continue as previously was on the 25th of every month going forward, I’m instructed to make sure funds are available for the debit, which I did, you welcome to confirm that with your credit card division that triple debited me with the available funds, they’ll confirm the funds where available and some. However, that vehicle debit did not go off, haven’t a clue why not and apparently neither do your consultants, all we do know is that the problem lays on Absa’s end, I assume the R7800 triple credit card debit extraction had something to do with it, or maybe the 2 instalments were combined magically or maybe Absa has gremlins in their system or the vehicle payment debit was clearly not reactivated on Absa’s end or maybe even a system malfunction or delay? Endless assumptions, but the only reason I assume is because no explanations are ever given!! Seems to me as though nobody knows what’s going on at Absa?? Your vehicle finance consultant, has an accusing tone with me as though I have purposely not paid and is trying to tell me you want my first debit to be a double instalment or 60 % thereof ?? She does not have all my information in front of her and is requesting to see my covid relief SMSs, not sure the relevance, as why would Absa stop accepting my payments if they didn’t initiate the relief themselves. She is not listening to me, just insisting and trying to coax me into a accepting a further double instalments payment going forward?? As though she was Chasing some sort of collections Tally for her own consultant target needs, I’ve asked her to please check the system and have all the information in order and then get back to me to make arrangements going forward, I insist that she understands that under no circumstances am I agreeing to a double instalment payment going forward, hopefully recorded communication stands as proof thereof, as I fear they will do it anyhow without my permission , as was done previously with the credit card division.
I would also like to inquire whether all this relief payment confusion or *******ions on your systems have effected my credit profile?
Just for the record, I have been paying diligently without missed or skipped payments for my vehicle since day one, approximately 3 years now!! I have been banking with Absa for +- 25 years!!! I would like to be treated like a consecutive paying long-term client in future when contacted by your institution, without judgmental suspicion attitudes and being treated like the antagonist when I’m clearly the victim.
Kind regards.