MS
Merick S
1 reviews | Active since Apr 2021
13 Dec 2021, 13:24
Absa Vehicle & Asset Finance
I called Absa Vehicle & Asset Finance to request my vehicle documents. I was advised it had sent to the Alberton branch. When I called the branch, they advised it had been returned to Absa Vehicle & Asset Finance. I called back & was advised that I must call the Tracking company to enquire if they have the documents. Really? The customer must do the legwork? Then I was advised I can request duplicate documents, at R325. I had not even received the original documents, yet I must pay for the duplicates? Is this supposed to be customer service?
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Replies (3)
Absa's replyOfficial
13 Dec 2021, 15:02Dear Merrick Singh
Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically within the next four hours.
The reference number to your complaint is C-***4.
Kind regards,
Rezona Louw
Group Customer Care
Absa's reply13 Dec 2021, 15:02
Official
Dear Merrick Singh
Thank you for bringing this unfortunate matter/incident to my attention and please accept my sincere apology. I will review and provide you with my specific contact details as well as the expected timeframe for further feedback/resolution via email or by making contact with you telephonically within the next four hours.
The reference number to your complaint is C-***4.
Kind regards,
Rezona Louw
Group Customer Care
MS
Merick S's updateReviewer Update
23 Dec 2021, 13:12Your assumption that, as the documents were received by the branch, means I must have signed & received them; irrespective that you have no documentation confirming as such.
I am automatically liable to pay for duplicates, whether your branch actually contacted me or even someone else (as you cannot prove that I was contacted & received the documents). So, as the customer, my credibility is automatically in question?
This matter is not closed, nor resolved.
Please provide the date when the documents were dispatched to the branch & the courier company used. And the date that the documents were signed for, as received by the branch. I am lodging an official complaint with the Ombudsman for Banking Services.
I am automatically liable to pay for duplicates, whether your branch actually contacted me or even someone else (as you cannot prove that I was contacted & received the documents). So, as the customer, my credibility is automatically in question?
This matter is not closed, nor resolved.
Please provide the date when the documents were dispatched to the branch & the courier company used. And the date that the documents were signed for, as received by the branch. I am lodging an official complaint with the Ombudsman for Banking Services.
MS
Merick S's update23 Dec 2021, 13:12
Reviewer Update
Your assumption that, as the documents were received by the branch, means I must have signed & received them; irrespective that you have no documentation confirming as such.
I am automatically liable to pay for duplicates, whether your branch actually contacted me or even someone else (as you cannot prove that I was contacted & received the documents). So, as the customer, my credibility is automatically in question?
This matter is not closed, nor resolved.
Please provide the date when the documents were dispatched to the branch & the courier company used. And the date that the documents were signed for, as received by the branch. I am lodging an official complaint with the Ombudsman for Banking Services.
I am automatically liable to pay for duplicates, whether your branch actually contacted me or even someone else (as you cannot prove that I was contacted & received the documents). So, as the customer, my credibility is automatically in question?
This matter is not closed, nor resolved.
Please provide the date when the documents were dispatched to the branch & the courier company used. And the date that the documents were signed for, as received by the branch. I am lodging an official complaint with the Ombudsman for Banking Services.
Absa's replyOfficial
23 Dec 2021, 15:01Dear Merrick Singh
Thank you for your posting.
Please refer to our email sent to your personal email address.
Please refer to our email sent to your personal email address.
Kind regards,
Rezona Louw
Group Customer Care
Absa's reply23 Dec 2021, 15:01
Official
Dear Merrick Singh
Thank you for your posting.
Please refer to our email sent to your personal email address.
Please refer to our email sent to your personal email address.
Kind regards,
Rezona Louw
Group Customer Care