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MR
Morne R

1 reviews | Active since Jul 2010

24 Aug 2021, 07:10

ABSA Trust Backlog cause delays

On the back of my previous Hellopeter.com complaint, I received an email from someone else at ABSA Trust, still making use of the same template:

We hereby confirm receipt of your complaint and confirm that the matter is receiving our attention. We apologise that the current standard of service delivery you have experienced is not according to the standards that we strive towards and we apologise for any inconvenience caused.

We are aware of the current delays experienced in receiving feedback on the renunciation /registration of new estates. We are attending to administrative backlogs brought on by the operational restrictions we had to deal with over the past year, which have been further affected by an unusually high number of new Estates being reported to us.

At least this time I got a 15 day SLA for them to get back to me.

Absolutely shocking.

0
Replies (4)
Absa
Absa's reply24 Aug 2021, 10:06
Official
Dear Morne,
Your case reference number is C-***7.  Absa Trust is attending to your matter and will get back to you as per their email sent to you yesterday. Thank you.

Best regards,

MR
Morne R's update08 Sept 2021, 08:20
Reviewer Update
See below email from ABSA's Customer Experience Consultant on 27 Aug 2021 undertaking to keep me informed with a weekly email. No surprise that I haven't received a word further.

I've now asked for the Contact details of the Ombudsman of Banking Services. This is absolute nonsense that a corporate can treat a person who is grieving the loss of both parents with such contempt to not even issue a simple letter of renunciation.

Fri 2021/08/27 09:19To: YouCc: ****@absa.africa
Good day Mr Rall

I herewith confirm that the matter is still being attended to and will I provide weekly feedback until resolved.

Kind regards

P**** v G****
Consultant Customer Experience
Non-Banking Financial Services
Absa
Absa's reply08 Sept 2021, 10:51
Official
Dear Morne,
Thank you for your posting. Paula van Graan will be in contact with you to advise on the current status of the matter. Please accept our sincere apology for inconvenience caused. 
Basani

Best regards,

MR
Morne R's update09 Sept 2021, 11:22
Reviewer Update
UPDATE:
I received the Renunciation Letter today. Thank you.