ABSA UNAUTHORISED INSURANCE DEBIT

Dear ABSA Customer Relations,

I am writing to formally lodge a complaint regarding the unjustified increase in my installment and the subsequent unauthorized debit from my account due to ABSA’s internal administrative failures.

Timeline of Events:

17/03/2025: I received an email from ABSAVPPSERVICES requesting proof of insurance.

19/03/2025: I responded with updated insurance documentation, clearly stating that my previous cover would end on 31/03/2025.

25/03/2025: Despite my submission, ABSAVPSERVICES requested proof of the old insurance cover, which had already been communicated to ABSA on 23/01/2024. I re-sent this evidence promptly.

09/05/2025: I received a notice of installment increase from OFFICIALEMAIL@ABSA, citing insurance non-compliance.

14/05/2025: I immediately disputed this, providing yet another copy of all submitted documentation proving active coverage.

Follow-ups: I sent multiple reminders with attached evidence, yet ABSA proceeded to debit my account ********ly.

The Issue: Despite clear and timely communication on my part, ABSA failed to update its records, resulting in:

An incorrect installment increase.

An unauthorized debit from my account.

A refusal to rectify the error immediately, instead advising a 5–7 working day refund timeline.

Impact: Due to ABSA’s error, I have now incurred failed debit orders (and likely associated penalties) with other institutions. This is entirely unacceptable, as the mistake lies with ABSA—not me—yet I am forced to bear the consequences while ABSA withholds my funds.

Demand for Resolution:

Immediate refund of the debited amount, with compensation for any fees incurred due to this error.

A written explanation for the repeated failure to process submitted documentation.

Assurance that my account will not be penalized further for this oversight.

This level of inefficiency is deeply unprofessional and has caused significant financial and reputational harm. I expect urgent resolution and will escalate this matter to the Ombudsman for Banking Services if necessary.